Overview
ISO/IEC 20000-1 is the international standard for Service Management Systems (SMS). It helps IT and service organizations plan, design, transition, deliver, and improve services consistently. The current edition is ISO/IEC 20000-1:2018. Certification shows that services are managed systematically and agreed service levels can be met.
What it covers
- Service management system requirements (clauses 4–10)
- Service portfolio, design, transition, and delivery processes
- Relationship management with customers and suppliers
- Resolution, control, and assurance processes
- Integration with ITIL practices and other management systems
How we help
Implementation, audits and maintenance.
Implementation
We design and implement the SMS, establish processes and roles, and prepare the organization for certification.
Audits
Service management internal audits, readiness reviews, and certification support.
Maintenance
Ongoing process reviews, surveillance support, and continual improvement of the SMS.
Typical outcomes
What you have at the end
- Documented SMS scope and processes
- Clear service levels and responsibilities
- Evidence ready for certification audit
- A system that improves service reliability and customer satisfaction
Relevant credentials
Who does the work
IT — IT Service Management Systems
BSI · Exemplar Global–certified module · May 2020Service Management System Requirements
BSI Assurance Academy · Nov 2020Typical engagement
From gap analysis to certification.
Gap analysis
Current-state assessment against the standard and your obligations.
Risk assessment
Identify what could go wrong and plan how to treat it.
Governance & process design
Roles, policies and processes sized to how you operate.
Implementation & controls
Hands-on support designing and evidencing controls.
Internal audit & readiness
Independent internal audit and Stage 1 / Stage 2 preparation.
Training
Build capability so your team can run the system.
Related services
Often implemented together
Information Security
Build and certify an ISMS, from risk assessment and Annex A controls to Stage 2.
Learn more → ISO 9001:2015Quality Management
A QMS that standardizes how work gets done and supports certification.
Learn more → ISO 22301:2019Business Continuity & Disaster Recovery
BIA, recovery strategy and tested plans for a certifiable BCMS.
Learn more →Ready to start on ISO/IEC 20000-1?
Preparing for ISO certification, tightening governance, or need an independent assessment? Tell us where you are and we’ll map the route.
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