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ISO/IEC 20000-1:2018

ISO 20000-1 audit

The Value of
ISO/IEC 20000-1:2018

ISO/IEC 20000-1:2018 IT Service Management System (ITSM)

ISO/IEC 20000-1:2018 specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements. It can be used by:​​

  • A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfill service requirements.

  • A service provider to monitor, measure and review its service management processes and services; a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS.

  • An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2018.

  • An organization that requires a consistent approach by all its service providers, including those in a supply chain.

  • An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled.

What are the benefits of ISO/IEC 20000-1:2018 certification?

  • Credibility and competitive advantage: ISO/IEC 20000-1:2018 certification is proof that your organization has demonstrated reliability and high quality of service.

  • Access to markets: Many organizations, government contractors, and service management businesses, for example, in public and private sectors, mandate ISO/IEC 20000-1:2018 certification as a condition for awarding contracts.

  • Higher productivity: ISO/IEC 20000-1:2018 is all about following service management best practices. Certification to ISO/IEC 20000-1:2018 thus ensures your organization is able to deliver services efficiently and effectively.

  • Independent assessment: The certification audit provides an opportunity to benchmark your organization against the internationally recognized standard for service management.

  • Continual improvement: Certification to ISO/IEC 20000-1:2018 means your organization has robust processes in place for continual improvement - which is essential for any business to be successful in the longer term.

Click here to see the official ISO standard page from

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