ISO/IEC 20000-1 Certification
Demonstrate reliable, well-governed IT service management that consistently meets business and customer needs.
Service overview
ISO/IEC 20000-1 defines the requirements for an IT service management system (SMS), covering service design, delivery, support and continual improvement.
AXIOS assesses your service-management processes — incident, change, capacity and service-level management — to confirm they deliver value predictably.
Who needs this service
- IT service providers and managed-service companies
- Internal IT functions serving the wider organization
- Cloud, hosting and digital-platform operators
Benefits
- Independent assurance of IT service quality
- Fewer incidents and faster, controlled change
- Clear service levels and accountability
- A platform aligned with ITIL good practice
What is ISO/IEC 20000-1?
ISO/IEC 20000-1 defines the requirements for an IT service management system (SMS), covering the design, transition, delivery and improvement of services that meet agreed requirements.
It aligns closely with ITIL practices and the Annex SL structure, and demonstrates that your IT services are managed to a recognised international benchmark.
Official standard: iso.org →
The structure of ISO/IEC 20000-1
Clause 1–3
Scope, references & terms
Introductory clauses defining the scope of the standard, normative references and key definitions.
Clause 4
Context of the organisation
Understand internal and external issues, the needs and expectations of interested parties, and the scope of the management system.
Clause 5
Leadership
Top-management commitment, an appropriate policy, and clearly assigned roles, responsibilities and authorities.
Clause 6
Planning
Address risks and opportunities, set measurable objectives and plan the actions and changes to achieve them.
Clause 7
Support
Provide the resources, competence, awareness, communication and documented information the system needs.
Clause 8
Operation
Plan and control the service portfolio and the service lifecycle — service level, relationship, supply, resolution and control processes — to deliver and improve agreed services.
Clause 9
Performance evaluation
Monitor, measure, analyse and evaluate; conduct internal audits and management reviews.
Clause 10
Improvement
Manage nonconformities and corrective action and continually improve the management system.
Benefits of certification
- ✓Reliable, measurable IT services aligned to business needs
- ✓A recognised benchmark of service-management maturity
- ✓Stronger supplier and customer relationships via clear SLAs
- ✓Continual improvement of service quality and efficiency
- ✓A competitive edge in IT and managed-service tenders
Steps to certification
- 1
Application & proposal
You complete a quote request so AXIOS can understand your organisation and define the scope of assessment, then receive a tailored certification proposal.
- 2
Two-stage initial audit
A Stage 1 readiness review is followed by a Stage 2 assessment of your management system in operation. Your system should have run for at least three months with a management review and a full internal-audit cycle.
- 3
Decision & certification
After a successful Stage 2 and an independent certification decision, AXIOS issues your certificate — valid for three years and maintained through annual surveillance audits and a recertification audit in year three.
Frequently asked questions
Is ISO 20000-1 the same as ITIL?
No — ITIL is a set of best-practice guidance; ISO/IEC 20000-1 is the auditable standard you can certify against. They complement each other.
Who needs it?
IT departments and managed-service providers that want to demonstrate mature, reliable service management.
Can it integrate with ISO 27001?
Yes — both share the Annex SL structure and are commonly run as an integrated system.
How long is it valid?
Three years, with annual surveillance and a year-three recertification audit.
Official reference
Read the full ISO/IEC 20000-1 article and buy the standard on the International Organization for Standardization (ISO) website.
View ISO/IEC 20000-1 on iso.org →Talk to AXIOS about ISO/IEC 20000-1 Certification
Our specialists will help you choose the right scope and plan a clear path to certification or assessment.