ISO/IEC 20000-1:2018 Certification
Standardize IT service management, reduce service failures, and meet global ITSM requirements with ISO/IEC 20000-1:2018 certification.
What is ISO/IEC 20000-1:2018 Certification?
ISO/IEC 20000-1:2018 is an international standard that specifies requirements for establishing, implementing, maintaining, and continually improving an IT Service Management System (ITSMS). It helps organizations manage IT services in a structured, consistent, and process-driven manner aligned with business needs.
ISO/IEC 20000-1:2018 is an internationally recognized IT Service Management System (ITSMS) standard developed by ISO and IEC. It helps organizations design, deliver, manage, and continuously improve IT services to meet customer and business requirements consistently.
This standard is applicable to IT companies, software firms, managed service providers (MSPs), SaaS providers, data centers, and internal IT departments that want to demonstrate reliable and high-quality IT service delivery.
ISO/IEC 20000-1:2018 focuses on:
- Standardized IT service delivery and support processes
- Effective incident, problem, and change management
- Service level management and performance monitoring
- Risk management and continual improvement of IT services
- Alignment of IT services with business objectives and customer needs
The ISO/IEC 20000-1 standard provides a structured framework to improve service reliability, customer satisfaction, operational efficiency, and global credibility, helping organizations compete effectively in national and international IT markets.
Why ISO 22000:2018 Certification is Important for Businesses
ISO/IEC 20000-1 certification is not just a certificate—it is an IT Service Management System (ITSMS) that helps organizations standardize IT services, improve service quality, reduce service failures, and consistently meet customer and business requirements.
Key Benefits of ISO/IEC 20000-1:2018 Certification
Improved IT Service Quality
Standardized IT service processes ensure consistent, reliable, and high-quality service delivery aligned with customer expectations and SLAs.
Legal, Contractual & SLA Compliance
Helps organizations meet contractual obligations, service level agreements (SLAs), regulatory requirements, and client compliance expectations.
Reduced Service Failures & Downtime
Effective incident, problem, and change management minimizes service disruptions, outages, and operational risks.
Stronger Client & Stakeholder Confidence
Certified IT service management systems increase trust among clients, enterprise customers, regulators, and global partners..
Market Access & Tender Eligibility
ISO/IEC 20000-1 certification is often required for IT tenders, government projects, enterprise contracts, and multinational clients.
ISO/IEC 20000-1:2018 Certification Process
Key Principles of ISO/IEC 20000-1:2018
ISO/IEC 20000-1:2018 is the international standard for establishing, implementing, maintaining, and continually improving an IT Service Management System (ITSMS).
The standard focuses on delivering consistent, reliable, and value-driven IT services aligned with business needs.
1. IT Service Management Policy
Top management establishes and approves an IT Service Management Policy that defines the organization’s commitment to effective service delivery.
Alignment of IT services with business objectives
Commitment to meeting service requirements and customer expectations
Focus on continual improvement of IT service management performance
2. Planning (Service & Risk-Based Approach)
Organizations plan the ITSMS by identifying service risks, opportunities, and improvement areas.
Service Risk Management: Identify risks that may affect service quality and availability
Service Objectives: Define measurable IT service management objectives
Compliance Requirements: Identify and meet applicable legal, regulatory, and contractual obligations
Service Planning: Ensure services are designed and managed in a controlled manner
3. Support & Implementation
Adequate resources and capabilities are required to operate an effective ITSMS.
Roles & Responsibilities: Define clear IT service management roles and authorities
Competence & Awareness: Ensure personnel are trained and competent in ITSM processes
Communication: Maintain effective internal and external communication related to IT services
Documented Information: Maintain and control ITSMS policies, procedures, and records
4. Service Operation & Control
Operational controls ensure IT services are delivered consistently and meet agreed requirements.
Service Design & Transition: Manage changes and new services in a controlled manner
Service Delivery & Operation: Ensure availability, continuity, capacity, and service performance
Change & Configuration Management: Control changes to minimize service disruption
Supplier & Outsourcing Control: Ensure external providers meet IT service requirements
5. Performance Evaluation
Organizations must monitor and evaluate IT service management performance.
Monitoring & Measurement: Track service performance indicators and service levels
Internal Audit: Conduct internal audits to verify ITSMS effectiveness
Management Review: Top management reviews IT service performance and improvement needs
6. Continual Improvement
ISO/IEC 20000-1:2018 emphasizes continual improvement of IT service management processes.
Incident & Nonconformity Management: Identify service failures and root causes
Corrective Actions: Implement actions to prevent recurrence of service issues
Service Improvement: Enhance IT service quality, efficiency, and customer satisfaction
Documents Required for ISO/IEC 20000-1:2018 Certification
Basic documents needed to start your ISO certification process.
Company Registration / GST
Business registration or GST certificate.
Company Profile
Overview of company structure and services.
Address Proof
Electricity bill or valid address proof.
Scope of QMS
Defined scope of quality management system.
Scope of Work
Process and operational workflow details.
Process Flow Chart
Visual flow of business processes.
Quality Policy
Quality policy document if available.
Training Records
Employee training and competency records.
Why Choose DSB Cert
IAF Approved
We work only with IAF-accredited certification bodies, ensuring your ISO certificate is globally valid, audit-proof, and accepted by government bodies, MNCs, and international clients.
Fast Process
Our expert-driven approach minimizes delays. Clear documentation, proper planning, and audit readiness ensure quick and smooth certification without shortcuts.
PAN India
We support organizations across India, including manufacturing units, construction sites, hospitals, IT companies, and service industries — onsite or remote.
Affordable Pricing
No hidden charges. No fake promises. You get clear pricing based on organization size, scope, and risk, with maximum value for money.
24×7 Client Assistance
Dedicated consultants available for queries, audits, documentation support, and post-certification guidance — not just till certificate, but after it too.
How DSB Cert Supports You Through ISO/IEC 20000-1:2018 Journey
We support organizations throughout their ISO/IEC 20000-1:2018 journey by helping them establish, implement, and improve an effective IT Service Management System (ITSMS aligned with business and service requirements.
1. Gap Analysis & ITSMS Pre-Assessment
We assess your existing IT service management practices against ISO/IEC 20000-1:2018 requirements to identify gaps related to service planning, delivery, monitoring, and continual improvement.
2. ITSMS Design & Documentation
We support the design and documentation of an IT Service Management System (ITSMS), including:
• IT Service Management Policy
• ITSMS scope definition
• Service management objectives
• Service management processes and procedures
• Service catalogue and service level agreements (SLAs)
• Documented information required by ISO/IEC 20000-1:2018
All documentation is tailored to your organization’s IT services and operational context.
3. ITSMS Implementation & Awareness
We guide your team in implementing IT service management processes, including service delivery, incident management, change management, and continual improvement. Awareness sessions are conducted to ensure personnel understand their roles within the ITSMS.
4. Internal ITSMS Audits & Readiness Review
We support internal ITSMS audits to evaluate conformity with ISO/IEC 20000-1:2018, identify nonconformities, and prepare the organization for the external certification audit.
5. Certification Audit Support
We assist organizations during the ISO/IEC 20000-1:2018 certification audit by coordinating with the certification body, supporting Stage 1 and Stage 2 audits, and addressing audit findings where applicable.
6. Surveillance & Continual Improvement Support
After certification, we support organizations in maintaining and improving their IT Service Management System through surveillance audit preparation, corrective actions, and continual improvement of IT service performance.
Applicable Industries
Manufacturing
Healthcare
Logistics
Construction
Education
IT & Software
Hospitality
Tourism
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Frequently Asked Questions
ISO/IEC 20000-1:2018 is an international standard that specifies requirements for establishing, implementing, maintaining, and continually improving an IT Service Management System (ITSMS). It helps organizations manage IT services in a structured and consistent manner.
No, ISO/IEC 20000-1:2018 certification is not legally mandatory. However, it may be required by customers, regulators, or contracts to demonstrate effective IT service management practices.
Any organization that provides IT services—internal or external—can apply for ISO/IEC 20000-1:2018 certification, regardless of size or industry, provided it has a defined IT Service Management System scope.
The timeline depends on factors such as organizational size, complexity of IT services, existing ITSM maturity, and defined scope. There is no fixed duration for certification.
ISO/IEC 20000-1:2018 certification is typically valid for three years, subject to successful annual surveillance audits conducted by the certification body.
The cost of certification varies based on factors such as ITSMS scope, organization size, complexity of services, and certification body fees. There is no standard or fixed certification cost..
No. Certification applies only to the defined scope of the IT Service Management System (ITSMS), which must be clearly documented and audited.
ISO/IEC 20000-1:2018 certificates are issued by independent, accredited certification bodies. ISO itself does not issue certificates or approvals.
