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ISO 20000-1: IT Service Management System Certification

ISO 20000-1 certification demonstrates an organization’s ability to deliver effective, high-quality IT services through a structured management system.

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Who is ISO 20000-1 for?

ISO 20000-1 is designed for organizations of any size that provide IT services, including internal IT departments, managed service providers, cloud service companies, and businesses seeking to improve IT service quality and customer satisfaction. It is especially relevant for organizations aiming to demonstrate compliance with international IT service management standards. 

What is it and what it includes? 

ISO 20000-1 is the international standard for IT Service Management Systems (ITSMS). It sets out requirements for establishing, implementing, maintaining, and continually improving a service management system. The standard covers the full service lifecycle, including planning, design, transition, delivery, and improvement of IT services. Kiwa’s certification service includes a gap analysis, support during system implementation, independent auditing, and ongoing surveillance to ensure continued compliance and improvement. 

Benefits of the Service 

  • Enhances the quality and reliability of IT services.
  • Increases customer satisfaction through consistent service delivery.
  • Supports business continuity and risk management.
  • Aligns IT services with business objectives and customer needs.
  • Facilitates continual improvement and operational efficiency.
  • Demonstrates compliance with internationally recognized best practices.
  • Provides a competitive advantage in the IT services market. 

Why choose Kiwa?

Kiwa is a trusted certification body with extensive experience in IT and service management standards. The organization offers independent, expert assessment and guidance throughout the certification process.

Kiwa’s approach is customer-focused, ensuring clear communication, tailored support, and up-to-date knowledge of industry developments. Clients benefit from Kiwa’s global recognition, impartiality, and commitment to quality.

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Steps in the process

    Initial Quote and Scope Definition

    Complete a quote request to define the scope of assessment and receive a tailored proposal.

    System Implementation and Preparation

    Develop and implement the ITSMS, ensuring it has been operational for at least three months and has undergone internal audits and management review.

    Certification Audit

    Undergo a two-stage audit by Kiwa assessors to evaluate compliance with ISO 20000-1 requirements.

    Certification Decision

    Upon successful audit, receive certification valid for three years.

    Ongoing Surveillance

    Annual surveillance audits and a recertification audit in the third year to maintain certification.

Applicable norms and regulations

  • ISO/IEC 20000-1:2018 – Information technology – Service management – Service management system requirements.
  • ISO/IEC 20000-2 – Code of practice for service management.
  • Related frameworks: ITIL, business continuity standards. 

Frequently Asked Questions

What is ISO 20000-1 and why is it important?

ISO 20000-1 is the international standard for IT service management. It helps organizations deliver reliable, high-quality IT services and demonstrates commitment to best practices.

Who should consider ISO 20000-1 certification?

Any organization providing IT services, whether internally or externally, can benefit from ISO 20000-1 certification. It is especially valuable for managed service providers and IT departments. 

How long does the certification process take?

The timeline depends on the organization’s readiness and the complexity of its IT services. Typically, the process includes preparation, internal audits, and a two-stage certification audit.

Can ISO 20000-1 be integrated with other standards?

Yes, ISO 20000-1 can be integrated with other management system standards such as ISO 9001 (quality) and ISO 27001 (information security) for a streamlined approach. 

Is certification mandatory?

Certification is voluntary but provides recognized assurance of IT service quality and can support compliance with customer or regulatory requirements.

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