ISO/IEC 20000-1:2018
IT Service Management System (ITSMS)
SQNet Assessments, as an independent certification body, provides impartial ISO/IEC 20000-1:2018 audit and certification services to organizations seeking to demonstrate excellence in IT service management and service delivery performance.
ISO/IEC 20000-1:2018 – IT Service Management System (ITSMS)
ISO/IEC 20000-1:2018 is the international standard that specifies requirements for establishing, implementing, maintaining, and continually improving an IT Service Management System (ITSMS). The standard enables organizations to deliver effective, reliable, and high-quality IT services that meet agreed business and customer requirements.
Understanding ISO/IEC 20000-1:2018
ISO/IEC 20000-1:2018 provides a structured framework for managing IT services throughout their lifecycle, from planning and design to transition, delivery, and improvement. The standard emphasizes alignment of IT services with business objectives, customer needs, and regulatory requirements.
ISO/IEC 20000-1:2018 is applicable to organizations of all sizes that deliver IT services, including IT service providers, managed service providers, cloud service providers, internal IT departments, and shared service centers.
Purpose of ISO/IEC 20000-1 Certification
Certification to ISO/IEC 20000-1:2018 demonstrates that an organization has established a robust IT service management system capable of consistently delivering services that meet customer and contractual requirements. It confirms that service management processes are defined, implemented, monitored, and continually improved.
ISO/IEC 20000-1 certification enhances service quality, improves operational efficiency, and strengthens customer confidence in an organization’s IT service capabilities.
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ISO/IEC 20000-1 Certification Process
The ISO/IEC 20000-1 certification process conducted by SQNet Assessments follows internationally accepted certification principles and ensures impartial and objective evaluation.
Application & Scope Definition
The process begins with a certification application, during which the scope of the ITSMS is defined. This includes identification of IT services, service locations, service customers, and interfaces with suppliers and partners.
Audit & Evaluation
Certification audits assess conformity with ISO/IEC 20000-1:2018 requirements, including:
Service management policies and objectives
Service planning and delivery controls
Incident, problem, and change management
Service level management and performance monitoring
Resource management and supplier management
Continual improvement processes
Audits evaluate both documented processes and their effective implementation.
Certification Decision
Following successful audit completion and closure of any identified nonconformities, SQNet Assessments conducts an independent certification decision review before issuing the ISO/IEC 20000-1:2018 certificate.
Certification Validity & Surveillance Audits
ISO/IEC 20000-1:2018 certification is valid for three years, subject to annual surveillance audits. Surveillance audits ensure continued compliance, effectiveness of the ITSMS, and alignment with changing business and service requirements.
Key Benefits of ISO/IEC 20000-1
- Improved IT service quality and reliability
- Enhanced customer satisfaction and trust
- Better control of service delivery risks
- Increased operational efficiency
- International recognition of IT service management capability
Key Changes in ISO/IEC 27001:2022
- Alignment with the latest ISO management system structure
- Simplified and modernized Annex A controls
- Better integration with risk management and business objectives
- Enhanced focus on cloud security, threat intelligence, and data protection
Frequently Asked Questions
Certification is an independent verification process that confirms an organization’s management system, product, or service complies with applicable international standards. It enhances credibility, builds customer trust, and demonstrates commitment to quality, safety, and compliance.
Certification is applicable to organizations of all sizes and sectors, including manufacturing, service, IT, healthcare, construction, education, and public sector organizations, subject to the applicable standard and scope.
SQNet Assessments provides certification services for various international management system standards, including quality, environmental, occupational health & safety, information security, business continuity, and other applicable ISO and sector-specific standards.
The certification timeline depends on the organization’s size, scope, complexity, and readiness level. Typically, the process may take a few weeks to a few months from application to certificate issuance.
Most management system certifications are valid for three years, subject to successful completion of annual surveillance audits.
Stage 1 audit reviews documentation and readiness for certification.
Stage 2 audit evaluates effective implementation of the management system.
You can apply through the SQNet Assessments website or contact the team directly.
