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ISO 20000-1

IT Service Management System

ISO 20000-1 Service Management is the international standard specifically focused on IT service management. It ensures the design, operation, control and delivery of an organisation’s IT Service Management System (SMS) is built and maintained in accordance with mandatory ISO requirements. This is a popular standard across many sectors but, in particular, the IT, transport, storage & communications industries hold the highest number of certifications to this standard. In total, there are over 27,000 certificates issued across 94 countries.

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What Is ISO 20000-1?

ISO 20000-1:2018 focuses on ensuring the quality of IT services, covering aspects such as design, operation, control and delivery. The standard provides a framework for organisations to establish and maintain an effective IT Service Management System (SMS).

This ISO certification signifies an organisation’s dedication to:

  • Implementing a structurally operational and modern service management system.
  • Demonstrating compliance with international standards and regulations in IT service management.
  • Building employee and client trust through a quality service management system.
  • Optimising resources and improving service delivery.
  • Continuously improving processes for sustainable quality service management.
  • Driving customer satisfaction through enhanced internal and external services.

By achieving this ISO certification, organisations showcase their commitment to delivering high-quality IT services, meeting customer expectations and fostering a culture of continual improvement in IT service management.

Amtivo (Formerly Certification Europe and EQA) ISO 20000 1 IT Service Management Systems SMS - Worker with a clipboard inspecting computer storage facilities.

What Are the Benefits of ISO 20000-1?

Risk reduction

Reduced
incidents

regulatory alignment

Enhanced
reputation

Integrated Process

Integrated
processes

Minimising downtime

Reduced
response times

Cost reduction v2

Cost
efficiency

Continuous Improvement Culture

Continual
improvements

greater business opportunities

Business
understanding

Asset Protection

Asset
protection

Market Competitive Advantage

Competitive
advantage

Differentiation

Differentiation

customer satisfaction

Customer
satisfaction

Continuous Improvement

Consistent
service delivery

Key Requirements of ISO 20000-1

The ISO standard outlines a number of requirements that organisations must meet to demonstrate their commitment to delivering quality IT Service Management Systems. These include:

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Service design

Plan, design and create effective IT services capable of meeting organisational objectives, including their design and delivery to fulfil unique business needs.

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Incident management

Efficiently identify, report and resolve any IT service disruptions, including security breaches, data loss, network downtime, server outages and hardware failures.

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Service continuity

Implement alternative measures for essential IT services during disruptions, such as security breaches and hardware failures, to allow for business continuity during downtime.

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Release management

Implementing a structured process and number of policies for assessing, approving and deploying new IT service releases to ensure operational stability and successful integration.

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Service improvement

Enhance IT service management processes for better efficiency through a culture of continual improvement and business understanding, with a focus on reducing incidents.

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Performance measurement

Regularly and accurately monitor and measure IT service performance against established benchmarks to ensure optimal design, performance and control.

Why You Should Choose Amtivo

  • Our accreditation by APMG guarantees that your ISO certificate will be accepted worldwide
  • Ireland-based team that understands your needs
  • Five-star ratings, independently reviewed via Feefo
  • A wide range of training courses to build your expertise
  • Access to a global team with global resources
Why Choose Amtivo

Becoming ISO Certified

STEP 1
STEP 2
STEP 3
STEP 4
STEP 5
Stage One The initial assessment determines if the mandatory requirements of the standard are being met and if the management system is capable of proceeding to
Stage Two.
Stage Two The second assessment determines the effectiveness of the system, and seeks to confirm that the management system is implemented and operational.
Recommendation for Certification At this point in the process we review any corrective actions taken to address findings raised at Stage 1 & 2. Certification may be recommended.
Certification Review & Decision The organisations files are reviewed by an independent and impartial panel and the certification decision is made.
Certification Achieved Successful certification is communicated to the client. Certificates are issued.

STEP 1
Stage One The initial assessment determines if the mandatory requirements of the standard are being met and if the management system is capable of proceeding to
Stage Two.
STEP 2
Stage Two The second assessment determines the effectiveness of the system, and seeks to confirm that the management system is implemented and operational.
STEP 3
Recommendation for Certification At this point in the process we review any corrective actions taken to address findings raised at Stage 1 & 2. Certification may be recommended.
STEP 4
Certification Review & Decision The organisations files are reviewed by an independent and impartial panel and the certification decision is made.
STEP 5
Certification Achieved Successful certification is communicated to the client. Certificates are issued.

Implementing ISO 20000-1

Ensuring a robust IT Service Management System for ISO 20000-1 certification requires commitment throughout your organisation. You may wish to have a certification body conduct a Gap Analysis to review the readiness of your IT Service Management before going through the Certification Assessments.

ISO 20000-1 IT Server standard

ISO 20000-1 FAQs

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