IT Service Management

ISO 20000-1

Designed to help organizations deliver effective managed IT services to customers and maintain those standards overtime.

ISO 20000-1: IT Service Management Systems

What is ISO 20000-1?

Designed to help organizations deliver effective managed IT services to customers and maintain those standards overtime. ISO/IEC 20000-1 certification helps organizations efficiently deliver quality IT Service Management through a comprehensive process approach.

ITSMS implementation is designed to be a bedrock upon which to build continually improving service management systems. It is fully scalable to organizations large and small or to customers internal and external. Consider the benefits of developing an ITSMS as part of your organization’s customer satisfaction and business continuity strategies.

ISO 20000 has seen a 42.4% increase in worldwide certificates in 2020, showing the growth and importance of UKAS accredited certification in recent times. Statistics straight from the most recent ISO Survey.

Please note: Existing NQA ISO/IEC 20000-1:2018 clients can get transition support and can download the gap analysis document that must be completed prior to a transition audit.



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Helps you with

  • Service-Oriented Architectures
  • SaaS
  • Cloud Computing
  • Virtualization
  • Mutual understanding of requirements and accountabilities
  • Aligning framework for ITIL methodologies
  • Providing structure for business continuity and growth
  • Driving improvements in processes 

Changing industry landscape and expectations

Understanding expectations, planning for services and service changes, and monitoring performance can be critical to an IT service’s success or failure. An IT Service Management System (ITSMS) can in turn be critical for organizations providing anything from Service Desk support to full-fledged system design and deployment.

An ITSMS provides a technology-neutral framework for understanding, agreeing on, implementing, and monitoring effective managed services. ISO/IEC 20000 offers internationally recognized best practices through an integrated process approach designed to meet the expectations of both businesses and customers. 

Specifically, the ISO/IEC 20000-1 standard sets forth the structural requirements for an ITSMS from service planning and service delivery to resolution and release management, along with resources and controls throughout the service lifecycle. The companion document ISO/IEC 20000-2 code of practice provides interpretive guidance and recommendations for organizations implementing the standard.

How can we help

With IT Services continually advancing and integrating into all aspects of business, organizations are increasingly depending on internal and external managed service providers. But unprepared providers can quickly find themselves struggling to meet even the most basic levels of service and customer satisfaction.

With a wealth of experience providing accredited management systems certifications, NQA is ideally placed to partner with you to meet customer requirements and exceed industry expectations.
Technical committees and industry relationships. NQA is highly involved in a wide variety of industry committees and standards writing teams, helping us to maintain a keen awareness of changes within this industry.
Knowledge transfer supporting our customer’s organizational strategy. NQA is committed to ensuring customer awareness regarding changes in industry strategy, regulations, and standard requirements that may impact your management system approach.

Steps to Certification

  1. Step 1

    Complete a Quote Request Form so we can understand you and your business. We will then use this to personally prepare a proposal for your certification and define what is known as your 'scope of assessment'.

  2. Step 2

    We will then contact you to book your assessment with an NQA assessor. It consists of two mandatory visits that form the Initial Certification Audit. Please note that you must be able to demonstrate that your management system has been operational for a minimum of three months and has been subject to a management review and a full cycle of internal audits.

  3. Step 3

    Following a successful stage two audit, a decision is made. If positive, your certification will be issued by NQA, with both a hard and soft copy of the certificate awarded. Certification is valid for three years and maintained through surveillance audits (years one and two) and a recertification audit in year three.

See more details

ISO 20000-1 Management Toolkit

ISO 20000-1 Quote Request Form

Risk Assurance Brochure

Annex SL Comparison Tool

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