Information Security
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IT Service Management

ISO 20000-1

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

ISO 20000-1: IT Service Management Systems

What is ISO 20000-1?

ISO/IEC 20000-1 certification helps organisations efficiently deliver quality IT Service Management through a comprehensive process approach.

ITSMS implementation is designed to be a bedrock upon which to build service management systems that can continue to improve in the future. It is fully scalable to all sizes of organisations or to internal and external customers. An organisation might want to implement ISO 20000-1 as part of their ongoing customer satisfaction and business continuity strategies.

A 42.4% increase in worldwide ISO 20000-1 certificates was recorded in 2020, showing the growth and importance of UKAS accredited certification in recent times. Statistics straight an ISO Survey.

Please note: Existing NQA ISO/IEC 20000-1:2018 clients can get transition support and 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
  • Virtualisation
  • 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 organisations providing anything from service desk support to fully-fledged system design and deployment.

An ITSMS provides a framework for understanding, agreeing on, implementing, and monitoring effective managed services. ISO/IEC 20000-1 offers internationally recognised 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 having an impact on nearly all areas of business organisations are increasingly depending on efficient internal and external managed service providers. But providers can quickly find themselves struggling to meet even the most basic levels of service and customer satisfaction if they are not sufficiently prepared.

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 organisational 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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What's next

Get in touch today to begin your journey to a greener, more sustainable business and a member of our team will be in touch to discuss your requirements: