ISO Management System Certification

ISO/IEC 20000-1:2018 - Information Technology Service Management

ISO/IEC 20000-1:2018 defines requirements for a Service Management System (SMS) to deliver managed IT services aligned with business needs.

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Standard ISO/IEC 20000-1:2018
Certified worldwide 27,332
Certificate validity 3 years
Surveillance Annual

Overview

What ISO/IEC 20000-1:2018 is — and why it matters

ISO/IEC 20000-1:2018 defines requirements for a Service Management System (SMS) to deliver managed IT services aligned with business needs.

Based on ITIL, it covers service design, transition, delivery, and improvement.

The Standard

What the standard requires

Built on the common ISO “Annex SL” structure, the requirements map to these clauses:

Clause 4

Context – Service scope.

Clause 5

Leadership – Policy.

Clause 6

Planning – Risks, objectives.

Clause 7

Support – Resources.

Clause 8

Operation – Incident, change, release.

Clause 9

Performance – SLAs, audits.

Clause 10

Improvement.

Getting Ready

What you’ll need to get certified

  • Service catalog/SLAs; incident resolution metrics; change advisory board records.

The Audit

How ACS-GP certifies your management system

Our audits follow ISO/IEC 17021-1 (requirements for certification bodies) and ISO 19011 (guidelines for auditing management systems).

  1. ISO/IEC 17021-1/19011, ITIL-aligned.

  2. Stage 1: SLA review; Stage 2: Ticket sampling.

Value Addition Auditing. We assess both efficiency and effectiveness — so your management system becomes a genuine business asset, not just a certificate on the wall — while upholding impartiality, competence and evidence-based findings.

The Payoff

The benefits of certification

What the standard delivers

  • Enhances IT reliability, reducing outages 25%.
  • Aligns IT with business for better ROI.

Why certify with ACS-GP

  • Integrated with ISO 27001.
  • ACSGP ITIL training.

Questions

ISO/IEC 20000-1:2018 certification — FAQs

Who should get ISO/IEC 20000-1:2018 certified?
Any organisation that wants independent proof its management system meets the standard — to win and reassure customers, satisfy regulators, reduce risk and improve day-to-day performance. It suits businesses of any size, in any sector.
How long does certification take?
It depends on how ready your management system is. Once your documented system is implemented and running, we complete a two-stage initial audit (readiness review, then the certification audit). We’ll give you a clear timeline after understanding your scope and sites.
How long is the certificate valid?
The certificate is valid for three years. Each year we carry out a surveillance audit to confirm your system stays effective, and in year three a recertification audit renews the cycle.
How much does ISO/IEC 20000-1:2018 certification cost?
Audit time — and therefore cost — depends on your organisation’s size, the number of sites, and the complexity and risk of your processes. Request a quote and we’ll prepare a clear, no-obligation proposal.

Ready to certify to ISO/IEC 20000-1:2018?

Talk to ACS-GP about certifying your organisation — or explore the other standards we certify against.

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