ISO 20000-1:2018 Information Technology Management System

What is ISO/IEC 20000-1:2018?

The international standard for IT service management (ITSM) is ISO/IEC 20000-1:2018. It offers an organized framework that aids businesses in effectively designing, delivering, running, and enhancing IT services. The standard defines requirements for implementing a Service Management System (SMS), ensuring that IT services are dependable, consistent, secure, and aligned with business goals.

Why ISO 20000-1 Certification Matters

Build Customer Confidence
Your clients trust you more when your IT services follow global standards.
Improve Service Quality
Reduce incidents, downtime, and service failures.
Increase Operational Efficiency
Standardized processes = fewer risks, faster response, and better results.
Win Major Contracts & Tenders
Many government and enterprise projects require ISO 20000-1.
Strengthen IT Governance
Ensures continuous improvement and better control over IT operations.
Stand Out from Competitors
Showcase your commitment to excellence and reliable service delivery.

Our Certification Process

Gap Analysis

We review your current processes against ISO 9001 requirements to identify gaps and improvement areas.

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Pre-Assessment

A preliminary evaluation is conducted to ensure your system is aligned with ISO standards before the formal audit.

Internal Audit & Training

Internal audits are performed and staff are trained to ensure readiness for certification.

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Final Certification Audit

An accredited auditor performs the official assessment to verify full compliance with ISO requirements.

Certification Awarded

Upon successful audit completion, your organization receives an internationally recognized ISO certificate.

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Ongoing Support

Surveillance audits ensure ongoing compliance and continuous improvement.

Benefit

Industries That Benefit from ISO/IEC 20000-1:2018

Manufacturing & Engineering

• Improve product quality and reduce waste
• Ensure smoother operations through reliable IT support

Construction & Contracting

• Win large-scale projects
• Streamline project management and IT services

Healthcare & Hospitals

• Enhance patient care
• Improve IT systems reliability for critical operations

IT & Software

• Deliver reliable, consistent services
• Align IT operations with business goals

Retail & Trading

• Improve supply chain and customer satisfaction
• Ensure seamless IT support for operations

Oil & Gas

• Ensure safety and operational reliability
• Minimize IT-related disruptions in critical processes

Frequently asked questions

What is ISO 20000-1?

A standard for managing IT services efficiently and aligning them with business needs.

Why is it important?

It improves service delivery, reliability, and customer satisfaction.

Who uses ISO 20000-1?

IT companies, data centers, cloud providers, and managed service providers.

How long does certification take?

Typically 8–14 weeks.

What areas does it include?

Incident management, change management, service continuity, and service design.