ISO/IEC 20000-1:2018
IT Service Management System
IT services with service levels committed and met.
Current edition: ISO/IEC 20000-1:2018.
What it is
What the standard covers
ISO/IEC 20000-1 defines requirements for managing technology services: service catalogue, service level agreements, incident and problem management, change, capacity, availability and supplier management. It is the standard that proves an IT service is delivered with measured quality rather than the good will of the technical team.
Who it is for
- Managed service and IT support providers
- Internal IT functions serving the business
- Software companies running production operations
- Data centres and infrastructure providers
Problems it helps manage
- Tickets without classification, priority or response times
- Production changes without control or planned rollback
- Service level agreements that are never measured
- Recurring complaints about availability or performance
Business benefits
- Clearly defined service catalogue and service levels
- Structured incident, problem and change management
- Availability and compliance indicators actually measured
- Stronger contractual position with clients and suppliers
Sectors
Where it applies
Support
What the engagement includes
- Documented initial gap analysis
- Management system design
- Complete, tailored documentation
- Implementation support, on site or remote
- Training for the key team
- Internal audit and closure of findings
- Readiness and support through the certification audit
Integration with other standards
This standard commonly integrates with: ISO/IEC 27001, ISO 22301, ISO 9001. An integrated system reduces duplicated documentation and audit time.
Stages
How the project runs
Gap analysis and planning
We review the real operation, not a questionnaire. We identify gaps against the standard, critical processes, existing evidence and regulatory risk.
Selecting the standard or combination
We define which standard answers the organisation's risk and objective. The choice is technical, not a matter of popularity.
Management system design
We structure processes, responsibilities, indicators and controls according to size, sector and applicable regulation.
Documentation development
We write policy, procedures, records and matrices tailored to the operation. No generic templates.
Guided implementation
We work with each process owner until the system is used day to day, not only stored in a folder.
Team training
We train the key team on the standard, on the system and on their role during the audit.
FAQ
Frequently asked questions — ISO/IEC 20000-1
Is it the same as ITIL?
Can an internal IT function be certified?
Does it require a specific tool?
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Related standards
Quality Management System
The foundational system every other standard builds on.
View details →ISO/IEC 27001:2022Information Security Management System
Information security as a system, not as an antivirus.
View details →ISO 22301:2019Business Continuity Management System
What the organisation does when something stops.
View details →Next step
Every organisation is different. The right system starts with a gap analysis.
Write to us and we will arrange a strategy meeting: we review your current situation, define the right system, set scope and timelines and resolve technical and regulatory questions.
A certification done properly is not chased. It is built.