ISO/IEC 20000-1 is the international standard for service management. Certification shows customers that your services are planned, delivered, monitored and improved under control.
Key Requirements
| Clause | Topic |
|---|---|
| 4–7 | Context, leadership, planning, support |
| 8.2 | Service portfolio, catalogue, configuration |
| 8.3 | Relationship, service level and supplier management |
| 8.4 | Budgeting, demand and capacity |
| 8.5 | Change, design and transition, release |
| 8.6 | Incident, request and problem management |
| 8.7 | Availability, continuity, information security |
| 9–10 | Evaluation and improvement |
The Certification Process
- Application: share your scope, sites and headcount; we confirm the route and audit time.
- Proposal and agreement: written proposal and certification agreement.
- Stage 1 audit: documentation and readiness review.
- Stage 2 audit: on-site evaluation of implementation and effectiveness.
- Certification decision: made by a competent reviewer who was not on the audit.
- Surveillance and recertification: annual surveillance, recertification every three years.
FAQs
What is the difference between ISO 20000-1 and ITIL?
ITIL is a framework of good practice. ISO/IEC 20000-1 contains auditable requirements organizations can be certified against.