The global benchmark for IT service management — certifying that your organisation delivers managed IT services that meet agreed quality, reliability, and performance standards.
ISO/IEC 20000-1:2018 is the international standard for IT Service Management Systems (SMS). It specifies the requirements for planning, establishing, implementing, operating, monitoring, reviewing, maintaining, and improving an SMS to deliver managed services. It is aligned with ITIL best practices and is recognised globally as the definitive IT service management certification.
Certification demonstrates to clients, government bodies, and enterprise buyers that your IT services are delivered through managed, disciplined, and continually improving processes. For managed service providers (MSPs), system integrators, and IT departments, ISO 20000-1 is increasingly a tender prerequisite and competitive differentiator in a crowded market.
Published by the International Organisation for Standardisation (ISO), this standard is accredited under ISO/IEC 17021-1 and recognised by the International Accreditation Forum (IAF) worldwide.
ISO 20000-1:2018 requires organisations to establish a Service Management System that governs all IT service delivery activities from planning through to improvement.
Define the Service Management System scope, objectives, and the services covered, aligned to business and customer needs.
Management commitment to service quality, defined service management policy, and clear governance structure.
Plan the SMS to achieve objectives, manage risks to service delivery, and plan changes to the SMS.
Manage resources, build service management competency, control documented information, and manage supplier relationships.
Operate incident, problem, change, release, configuration, and capacity management processes.
Monitor service performance metrics, conduct internal audits, and review the SMS effectiveness through management reviews.
Address service delivery nonconformities, implement corrective actions, and drive continual service improvement.
Certification delivers measurable returns — operational, commercial, and reputational.
Disciplined ITSM processes reduce incidents, improve resolution times, and deliver more reliable IT services.
MeitY, NIC, and state government tenders increasingly require ISO 20000-1 from IT service contractors.
Demonstrates to enterprise clients that your IT services are managed, measured, and continually improved.
Formal incident and problem management processes reduce MTTR and prevent recurring failures.
Structured change and configuration management prevents costly unplanned outages and failed changes.
Formal supplier management controls improve quality of outsourced components within your service delivery chain.
Our IAS-accredited, structured audit process ensures your certification is credible, efficient, and internationally recognised.
Map all services in scope, identify management processes, and assess current ITSM capability against ISO 20000-1.
Define and document your service management processes, policies, SLAs, and governance framework.
Documentation review confirming SMS scope, process documentation, and readiness for Stage 2.
On-site audit verifying ITSM process operation, service performance evidence, and SMS effectiveness.
ISO/IEC 20000-1:2018 certificate issued — valid 3 years with annual surveillance audits.
Contact QACS International today. Our team will assess your readiness, walk you through the process, and get your certification journey started — quickly and cost-effectively.