ISO 20000
Certification
IT Service Management (ITSM)
ISO 2000
Certification
IT Service Management (ITSM)
Enhance the effectiveness and reliability of your IT services with ISO 20000 certification.
- ISO 20000 is the international standard for IT Service Management (ITSM).
- It provides requirements for organisations to plan, implement, maintain and continually improve an IT service management system (ITSMS).
- The standard is designed to put you in complete control of planning and processes, making management of IT easier.
- Achieving ISO 20000 certification can help you win new customers by providing evidence that you are a reliable partner.
- ISOQAR has the expertise and resources to guide you through becoming an ISO 20000 certified company. We offer a completely transparent, simplified approach with no hidden fees.
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Benefits of ISO 20000
- Control
- Benchmarking
- Higher quality
- Integration
- Reliability
- Cyber security
- Cost control
- Competitive edge
What is ISO/IEC 20000-1 certification?
ISO/IEC 20000-1 is the international standard for Service Management Systems (SMS), providing a structured framework for organisations to establish, implement, maintain and continually improve the processes used to plan, design, transition, deliver and enhance services. Implementing the standard:
- Demonstrates that an organisation has established a structured approach to planning, delivering, monitoring and continually improving its services to meet customer and business requirements.
- Helps organisations improve service consistency, enhance customer confidence, manage service-related risks and drive continual improvement across service delivery activities.
- Shares a common management system structure with ISO 9001, helping organisations integrate service management seamlessly into their existing business processes and management systems.
- Certification demonstrates that an organisation operates a structured and independently assessed service management system that supports consistent service delivery and continual improvement.
ISO 20000 is based on the quality management standard ISO 9001 – that means it will help you effectively deliver managed services to meet your corporate and customer requirements.
Why choose ISO/IEC 20000-1?
Becoming ISO/IEC 20000-1 certified can:
- Align IT services with wider business objectives and support effective control of service-related costs.
- Improve the consistency and reliability of service delivery, enhancing customer satisfaction and confidence.
- Support the management of the service lifecycle, including the planning, design, transition, delivery and continual improvement of services.
- Demonstrate a commitment to high-quality service management, helping organisations differentiate themselves in competitive markets.
- Support access to procurement opportunities and customer contracts where independent certification to an internationally recognised service management standard is preferred.
Learn more about ISO 20000 certification
ISO 20000 requirements
Wondering how to get ISO 20000 certification? If you’re new to the standard, our free ISO 20000 requirements guide will give you a clear understanding of the system and how to implement it. Think of it as your ISO 20000 checklist.
This guide is for you if:
- You’re planning to implement ISO 20000 and want a plain English explanation of the requirements
- You’re currently working on ISO 20000 implementation and need to know what else must be done to achieve certification
- You already operate an IT service management system and want to formalise it into a certified SMS
Download guide to ISO 20000 certification requirements
Discover the key requirements for successful ISO 20000 accreditation.
ISO 20000 implementation
7 steps to becoming ISO 20000 certified
Implementing ISO 20000 is simple, and we are here to support you at every stage. Just follow these 7 straightforward steps.
Step 1 - Read the Standard
It’s what you will be audited against.
Step 2 - Build Your Team
Get support from colleagues – you can’t do it all on your own.
Step 3 - Get the Skills
Book onto Academy training
Step 4 - Develop Your Management System
Do it yourself or consider using a consultant from the ISOQAR Associate Network (IAN)
Step 5 - Implement Your Management System
Make sure everyone is buying into it.
Step 6 - Check Everything
Carry out an internal audit – we can perform a pre-assessment audit for you.
Step 7 - Get Certified
Shout about your success! We give you logos to display your achievement on your website, stationery and vehicles.
How to implement ISO 20000
ISOQAR is accredited by the United Kingdom Accreditation Service (UKAS), the official UK accreditation body. Like all UKAS-accredited ISO 20000 certification companies, we must remain impartial. This means that we can’t help you implement the standard if we will be carrying out the audit.
But don’t worry, we’ve got you covered. Here are two methods your organisation can use to implement ISO 20000:
Use an ISO consultant
There are many consultants available to help you. You can find them on our online database.
A consultant will take you from the beginning right through to certification. Consultants bring a wealth of experience and can share best practice from their work with other organisations.
Do it yourself
We will put together a package of support to help you through the complete journey.
A good starting point is to go on a foundation training course with the Academy. They deliver exceptional training whether you’re a beginner or an expert. Most of the courses are CQI IRCA accredited and are run by our own trainers.
ISO 20000 FAQs
We receive plenty of questions from customers about ISO 20000 IT Service Management certification. Below, you can explore some of the most common questions with answers compiled by our ISO standard experts.
If you have any further queries, speak with our knowledgeable team on 0330 828 2752.
What is an IT service management system?
An IT Service Management System (ITSMS) is a structured framework for planning, delivering and continually improving IT services. Within ISO 20000 IT service management, the system helps organisations ensure their services meet business needs, customer expectations and agreed service levels through consistent processes and effective governance.
How can ISO/IEC 20000 certification provide value to organisations?
One of the key ISO 20000 benefits is that it helps organisations deliver reliable, high-quality IT services. Certification encourages consistent service management, improves operational efficiency and supports continual improvement. It can also strengthen customer confidence by demonstrating that your IT services are managed against an internationally recognised standard.
What kinds of businesses benefit from ISO 20000 certification?
ISO 20000 certification is suitable for any organisation that delivers or manages IT services. This includes IT service providers, software companies, managed service providers, cloud providers and internal IT departments. Organisations in any sector can benefit if technology plays an important role in supporting their operations or customers.
How many companies are ISO 20000 certified?
There is no official global register showing exactly how many organisations hold ISO 20000 certification. However, the standard is recognised internationally and is used by thousands of organisations looking to demonstrate effective IT service management and continual improvement.
Is there such a thing as ISO 20000 certification for individuals?
No. ISO 20000 certification applies to organisations rather than individuals. Professionals can complete training courses to develop their knowledge of the standard, but certification is awarded to businesses that successfully implement an IT Service Management System. Sole traders and one-person businesses can still become certified if they meet the requirements of the standard.
What are the core principles of ISO 20000?
The ISO 20000 framework promotes a consistent approach to managing IT services. It focuses on delivering services that meet customer needs, improving operational performance and encouraging continual improvement. The standard also supports effective governance by helping organisations define responsibilities and establish clear service management processes.
How many process areas are there in ISO 20000?
The current version of ISO 20000 follows the standard ISO management system structure and contains 10 clauses. Clauses 1 to 3 introduce the standard, while ISO 20000 clauses 4 to 10 contain the requirements for certification. These cover topics such as organisational context, leadership, planning, support, operation, performance evaluation and continual improvement. For more detailed guidance, see our page on the ISO 20000 requirements.
Is the ISO 20000 ISTMS compatible with other management systems?
Yes. ISO 20000 has been designed using the same high-level structure as other ISO management system standards, making integration straightforward. Organisations often combine it with standards such as ISO 9001 for quality management or ISO 27001 for information security, creating a more efficient approach to managing business processes.
What is the difference between ISO 9001 and ISO 20000?
Although both standards encourage continual improvement, they focus on different areas. ISO 9001 applies to quality management across an entire organisation, while ISO 20000 is specifically designed for IT service management. Organisations that rely heavily on technology often implement both standards to strengthen overall business performance and service delivery.
What is the difference between ISO 20000 and ISO 27001?
ISO 20000 and ISO 27001 are complementary standards with different objectives. ISO 20000 focuses on delivering effective and reliable IT services, whereas ISO 27001 is concerned with protecting information through an Information Security Management System. Many organisations implement both standards to improve service quality while strengthening information security.
Is ISO 20000 hard to implement?
The level of effort required depends on your organisation’s size, the maturity of your existing IT processes and the complexity of your services. Organisations with well-established service management practices often find implementation more straightforward. Training, consultancy and practical guidance from experienced specialists can also make the process much easier.
How long does it take to become ISO 20000 certified?
There is no fixed timescale for achieving ISO 20000 certification. Smaller organisations with established service management processes may be ready within a few months, while larger businesses or organisations introducing a new IT Service Management System may need longer. Contact ISOQAR to discuss your organisation and receive a more accurate estimate.
How long does ISO 20000 certification last?
An ISO 20000 certificate remains valid for three years, provided your organisation successfully completes annual surveillance audits. At the end of the certification cycle, a recertification audit is required to maintain certification and demonstrate continued compliance with the standard.
How much does ISO 20000 certification cost?
The cost of ISO 20000 certification depends on the size of your organisation, the scope of your IT Service Management System and the complexity of the services being assessed. Organisations with multiple locations or a broader certification scope may require additional audit time. Contact ISOQAR for a quotation based on your organisation’s certification requirements.
Who issues the ISO 20000 certificate?
An ISO 20000 certificate is issued by an independent certification body following a successful audit. Choosing an experienced provider such as ISOQAR gives confidence that your IT Service Management System has been assessed against internationally recognised requirements.
What should businesses look for in an ISO 20000 certification company?
When comparing ISO 20000 certification companies, choose a provider with UKAS accreditation and experience of auditing IT Service Management Systems. It’s also worth considering the knowledge of its auditors, the quality of support throughout the certification process and the provider’s reputation for delivering a professional, impartial service.
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