Skip to main content

About ISO 20000-1:2018 CERTIFICATION – IT SERVICE MANAGEMENT SYSTEM

ISO/IEC 20000 is the 

🔵➤ first international standard for IT Service Management (ITSM). It was developed to replace the earlier British standard 

🔴➤  BS 15000, and outlines an integrated set of management processes to ensure the effective delivery of IT services to businesses and their customers. The standard supports major ITSM frameworks like 

🟣➤  ITIL (Information Technology Infrastructure Library) and 

🟠➤  Microsoft Operations Framework (MOF). It was first published in December 2005, with a revised edition released in April 2011.

ISO/IEC 20000 consists of two parts:
🟡➤ Part 1 (ISO/IEC 20000-1) specifies formal requirements and promotes an integrated process approach to delivering managed services that meet business and customer needs. 

It includes nine sections:
-Scope, 

-Normative References, 

-Terms & Definitions, 

-Service Management System Requirements, 

-Design and Transition of New or Changed Services, 

-Service Delivery Processes, 

-Relationship Processes, 

-Resolution Processes, and 

- Control Processes.
 

🟤➤ Part 2 (ISO/IEC 20000-2) is a code of practice that offers best practice guidance for implementing the processes in Part 1. Unlike Part 1, it does not impose mandatory requirements, but helps organizations understand how to implement service management effectively.

🔴➤ The importance of ISO/IEC 20000 continues to grow because IT is central to modern business operations, yet many IT services fail to align with customer expectations. Certification demonstrates that an organization has strong controls and structured processes to deliver reliable, cost-effective IT services.

🟣➤  Key benefits include:
● Alignment of IT services with business needs,
● Competitive advantage for certified external service providers,
● Improved ability to manage external service providers,
● Greater efficiency, reliability, and service consistency,
● Continual improvement through regular audits,
● Reduction in supplier audits and associated costs, and
● Full compatibility with the ITIL framework.

Main Highlights

Part 1

ISO (International Organization for Standardization) and IEC (International Electrotechnical Commission) form a specialized global system for international standardization.

National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees established for specific technical fields.

ISO and IEC technical committees collaborate on areas of mutual interest through joint technical committees, such as ISO/IEC JTC 1 for information technology standards.

International Standards are drafted according to ISO/IEC Directives,

 Part 2

Draft International Standards are circulated to national bodies for voting; publication requires at least 75% approval from the voting members.

Some elements of standards may be subject to patent rights, but ISO and IEC do not identify or take responsibility for such rights.

ISO/IEC 20000-1 was prepared by Joint Technical Committee ISO/IEC JTC 1, Subcommittee SC 7: Software and Systems Engineering.

The second edition (2011) replaces the first edition (2005) and includes major technical revisions such as:

  • Closer alignment with ISO 9001 (Quality Management)

  • Closer alignment with ISO/IEC 27001 (Information Security Management)

  • Updated terminology reflecting international usage

  • Addition of new definitions, updates to existing ones, and removal of outdated terms

  • Introduction of the term “Service Management System (SMS)”

  • Combining Clauses 3 and 4 into a single clause for SMS requirements

  • Clarification on governance of processes run by external parties

  • Clarification on scope definition for the SMS

  • Emphasis on applying the PDCA (Plan-Do-Check-Act) methodology across the SMS and service management processes

  • New requirements for design and transition of new or changed services

  • The ISO/IEC 20000 series includes :

    • Part 1: Service Management System Requirements

    • Part 2: Guidance on Application of Service Management Systems (technical revision of 20000-2:2005)

    • Part 3: Guidance on Scope Definition and Applicability (Technical Report)

    • Part 4: Process Reference Model (Technical Report)

    • Part 5: Exemplar Implementation Plan (Technical Report)

    • Future Part 8: Process Assessment Model for Service Management (planned)

Brief about the ISO standard

→The requirements in this part of ISO/IEC 20000 include the design, transition, delivery and improvement of services that fulfil service requirements and provide value for both the customer and the service provider. 

→This part of ISO/IEC 20000 requires an integrated process approach when the service provider plans, establishes,

→Implements, operates, monitors, reviews. maintains and improves a service management system (SMS).


→Co-ordinated integration and implementation of an SMS provides ongoing control and opportunities for continual improvement, greater effectiveness and efficiency. 

→The operation of processes as specified in this part of ISO/IEC 20000 requires personnel to be well organized and co-ordinated. Appropriate tools can be use to enable the processes to be effective and efficient.


→The most effective service providers consider the impact on the SMS through all stages of the service lifecycle,from strategy through design, transition and operation, including continual improvement.


→This part of ISO/IEC 20000 requires the application of the methodology known as "Plan-Do-Check-Act"(POCA) to all parts of the SMS and the services. The PDCA methodology, as applied in this part of

ISO/IEC 20000, can be briefly described as follows.


-Plan: establishing, documenting and agreeing the SMS. The SMS includes the policies, objectives, plans and

processes to fulfil the service requirements.

-Do: implementing and operating the SMS for design, transition, delivery and improvement of the services.

-Check: monitoring, measuring and reviewing the SMS and the services against the policies, objectives, plans end service requirements and reporting the results.

-Act: taking actions to continually improve performance or the SMS and the services.

→When used within an SMS, the following are the most important aspects of an integrated process approach and the PDCA methodology.

a) understanding the service requirements to achieve customer satisfaction;

b) establishing the policy and objectives for service management:

c) designing and delivering services based on the SMS that add value for the customer;

d) monitoring, measuring and reviewing performance of the SMS and the services;

e) continually improving the SMS and the services based on objective measurements.

→Figure 1 illustrates how the PDCA methodology can be applied to the SMS, including the service management processes specified in Clauses 5 to 9, and the services. Each element of the PDCA methodology is a vital part or a successful implementation of an SMS. The improvement process used in this part of ISO/IEC 20000 is based on the PDCA methodology. 

→This part of ISO/IEC enables a service provider to integrate its SMS with other management systems in the service provider's organization. The adoption of an integrated process approach and the PDCA

methodology enables the service provider to align or fully integrate multiple management system standards.

→For example, an SMS can be integrated with a quality management system based on ISO 9001 or an

information security management system based on ISO/IEC 27001.


→ISO/IEC 20000 is intentionally independent of specific guidance. The service provider can use a combination of generally accepted guidance and its own experience.


→Users of an International Standard are responsible for its correct application. An International Standard does not purport to include all necessary statutory and regulatory requirements and contractual obligations of the service provider. Conformity to an International Standard does not of itself confer immunity from statutory and regulatory requirements.

  • icon

    IT Service Management (ITSM) certification, such as ISO/IEC 20000, offers a wide range of benefits for both internal and external service providers.

  • icon

    It enables IT organizations to become more responsive to business-led services rather than being solely technology-driven, ensuring closer alignment between IT and organizational goals.

  • icon

    For external providers, certification acts as a competitive differentiator, often becoming a contractual requirement in tenders and helping them win new business.

  • icon

    It also provides organizations with the ability to select and manage service providers more effectively, ensuring a consistent level of quality and accountability.

  • icon

    The certification process encourages ongoing evaluation of service management processes, helping to maintain and improve operational efficiency, reliability, and consistency, which directly impacts costs, performance, and user satisfaction.

  • icon

    Additionally, it strengthens key IT processes such as incident, problem, and change management, reduces downtime, and supports faster service recovery.

  • icon

    Certification promotes a culture of continual improvement, ensures better risk management, and fosters transparency and accountability through clear documentation and role definitions. It also helps in achieving regulatory compliance, especially in data-sensitive industries, and integrates well with other management system standards like ISO 27001 and ISO 9001, allowing organizations to leverage synergistic benefits.

  • icon

    With improved resource utilization, well-defined SLAs, measurable KPIs, and enhanced communication between IT and business stakeholders, ITSM certification significantly contributes to the maturity, performance, and trustworthiness of IT services.
BAS Methodology block not linked.

Certification Details

 

BAS is a versatile ISO certification body, with various industrial expertise and strong exposures in the field of Quality, Health, Safety and Environmental, Service Management and Information Security Management. We provide reliable services in the UK, Middle East, India and Other countries.

 

We at BAS with our veteran assessors provide you with certification which provides value for your management system. Many clients around the world have greatly benefited through our exemplary service. 

 

The following are the steps in this phase we do as part of certification

 

Contract signature

BAS representative sends out an application which is a questionnaire to the organization which is the applicant for the Certification.

Once BAS receives the filled in application, the BAS representative sends an official quote to the applicant for approval.

 

Pre-audit (optional):

Gap analysis and diagnosis of your systems current position against requirements of the standard - A pre-certification audit is a high level evaluation indicating where your company currently stands in compliance with specific standards before the main certification audit. 

 

Audit Stage 1- Initial Visit: to verify the establishment and implementation of the basic structure of your Management System

 

BAS will carry out a Document review Assessment of the client�s Management System according to the requirements of  Standard in order to establish to what extent the System addresses the requirements of the standard and if a subsequent Initial Assessment for Accredited Certificate is likely to result in successful certification at an early stage, by which usually companies take the necessary corrective/preventive actions as appropriate and prior to the Initial Assessment. The Pre-audit should not be considered as a Consultancy Service

 

Audit Stage 2 - Certification audit (certificate issued after successful certification audit)

 

The principal purpose of the Initial Assessment is to audit the Company�s Management Systems for compliance with the the standard. Please note that Initial Assessment is the obligatory service.   In this phase if there are any opportunities for improvements identified BAS auditors would report them in the interest of the organization.  

 

Surveillance audits to follow the continual improvement

 

It is also an obligatory service; BAS will perform Surveillance Visit approximately after every year i.e. a total of 3 Surveillance Visits will be performed every year during the 3 years validation period of the Certificate. Such routine surveillance Visits are performed to ensure the continuous compliance of your Management System to the requirements of  Standards.

 

Re-certification after 3 years through full audit or continual assessment.

What we do?

  • BAS can assist your organization to acquire any relevant ISO certifications in UAE which is well-known internationally. It will generate additional business opportunities, exhibit the organizations compliance and commitment to the best-practices in any industries in order to be more competitive in today�s market.
  • We at BAS with our veteran assessors provide you with certification which provides value for your management system. Many clients around the world have greatly benefited through our exemplary service.
  • When you choose BAS as your certification partner you stand to gain monetarily in your business by our straight forward assessment. The overall aim of certification is to give confidence to all parties that a management system fulfills specified requirements. The value of certification is the degree of public confidence and trust that is established by an Impartial and competent assessment by a third party. 
  • With BAS, you will have the capability to deliver on the promises you make � this helps you to enhance your     reputation, creates confidence in your capabilities, substantiates claims and differentiates your     organization; 
  • With BAS,  Obtains the full tangible benefits and value of your management systems � this helps you to     link assessment system benefits to financial performance or improvements in effectiveness     and efficiency that help drive your business forward in  measurable and verifiable ways; and develops your capability to better manage a range of non-financial risks. 
  • As an integral part of this process, BAS will evaluate the relevance of the quality objectives against the analysis of stakeholder expectations and strategic goals of the company. We will assess the capability of the management system in controlling the defined processes. We will assess the effectiveness of the management decision making in respect to this data and, on the basis of this assessment, we will help senior management identify any changes required to support continual improvement. 
  • Providing more opportunities for improvements than just performing a compliance audit against the standards requirements.  
  • Understand the local culture and working patterns of the clients will facilitate better communication and understanding between BAS and the clients.
  • BAS possesses resources who have the knowledge and skills of multiple standards such as ISO 20000, ISO 27001, SKEA for eg., in Abu Dhabi for Business Excellence programs etc.,. This greatly helps the clients to have better inputs as the standards can be applied in an integrated way and the auditors can provide a holistic feedback. 
  • BAS has offices around the world and the auditors  have access to the knowledge from all around the global parts which will be helpful to the clients as they can have a better understanding and more practical suggestions from BAS auditors.
  • BAS location advantage within the Emirates on the following: Abu Dhabi, Dubai, Al Ain, Sharja, Ajman, Ras Al Kaimah and Fujairah (We have successfully completed many and different projects locally and also internationally).
  • BAS strongly promotes and implements the facilitations on the relevant Management System not only for the sake of certification but to really make a difference in the processes and procedures that will be implemented throughout any organization.
  • BAS consist of some project members which are also EFQM International Assessors this can add value to the assignment as Abu Dhabi government is highly recommending Organizational Excellence program across Abu Dhabi Emirate (and UAE).