ISO/IEC 20000-1:2018 - Information Technology Service Management

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Standard
iso-20000-1
Organizations Certified (Tracked)
27,332
Certification Cycle
3 years (surveillance annually)

Introduction

Primary Aim

Establish, implement, maintain and continually improve a management system aligned to ISO-20000-1.

Process Focus

Risk-based thinking, process approach, and performance evaluation.

Outcome

Consistent, effective, and evidence-based results.

ISO/IEC 20000-1:2018 defines requirements for a Service Management System (SMS) to deliver managed IT services aligned with business needs.

Based on ITIL, it covers service design, transition, delivery, and improvement.

Major Requirements Mapped to Clauses:

- Clause 4: Context – Service scope.

- Clause 5: Leadership – Policy.

- Clause 6: Planning – Risks, objectives.

- Clause 7: Support – Resources.

- Clause 8: Operation – Incident, change, release.

- Clause 9: Performance – SLAs, audits.

- Clause 10: Improvement.

Major Requirements (mapped to clauses)

  • Clause 4 — Context of the organization
  • Clause 6 — Planning (risks & opportunities, objectives)
  • Clause 8 — Operation (operational planning & control, change, outsourced processes)
  • Clause 10 — Improvement (nonconformity, corrective action, continual improvement)
  • Clause 5 — Leadership
  • Clause 7 — Support (resources, competence, communication, documented information)
  • Clause 9 — Performance evaluation (monitoring, internal audit, management review)
Context & Leadership Planning & Risks Support & Operations Performance & Improvement

Certification Expectations (for auditees)

  • Service catalog/SLAs; incident resolution metrics; change advisory board records.
Themes: leadership commitment, competence, documented info, operational control, monitoring & measurement, internal audit, management review.

How ACSGP conducts the audit

Aligned to ISO/IEC 17021-1 (requirements for bodies providing audit and certification) and ISO 19011 (guidelines for auditing management systems).

  1. ISO/IEC 17021-1/19011, ITIL-aligned.

  2. Stage 1: SLA review; Stage 2: Ticket sampling.

Value Addition Auditing: We assess both efficiency and effectiveness, ensuring your management system becomes an asset, not a liability—while maintaining impartiality, competence, and evidence-based principles.

Benefits of conformity with the standard

  • Enhances IT reliability, reducing outages 25%.
  • Aligns IT with business for better ROI.

Benefits of ACSGP Certification

  • Integrated with ISO 27001.
  • ACSGP ITIL training.
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