What ISO/IEC 20000-1 is
ISO/IEC 20000-1 is the standard for running IT services well. It covers the service lifecycle: incidents, changes, problems, service levels and continual improvement. If your customers depend on your IT services, it proves you manage them to a professional standard.
It has roots in ITIL, the widely used IT service framework, but unlike ITIL it can be certified. US managed service providers and IT outsourcers use it to win contracts and reassure clients.
It works for an internal IT department serving the business, or for a provider serving external customers.
How to get certified
- Define which services the certificate will cover.
- Set up the core processes: service levels, incident, change and problem management.
- Build reporting so you can show services meet their targets.
- Run the system, then complete an internal audit and management review.
- Engage a certification body and pass the two-stage audit.
- Maintain through annual surveillance audits.
Always use an accredited certification body
In the US, look for a body accredited by ANAB. An accredited certificate is the one customers, regulators and buyers actually trust — and you can confirm any certificate through IAF CertSearch.
How much ISO/IEC 20000-1 costs
Companies already using ITIL practices have a big head start, which lowers cost.
It overlaps with ISO 27001, so an integrated program covering both is efficient.
The number of services and their complexity drives audit time.
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