ISO/IEC 20000-1:2018 ITSM

IT Service Management System (ITSM)

It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements. ISO/IEC 20000-1:2018 can be used by: 

  • An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled; 

  • An organization that requires a consistent approach by all its service providers, including those in a supply chain; 

  • A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfill service requirements; 

  • A service provider to monitor, measure and review its service management processes and services; a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS; 

  • An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2018. 

ISO/IEC 20000-1:2018 specifies requirements for "establishing, implementing, maintaining and continually improving a service management system (SMS). 

An SMS supports the management of the service life-cycle, including the planning, design, transition, delivery and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.". 

The new 2018 version (ISO/IEC 20000-1:2018) comprises ten Clausal areas (sections), following the high-level structure from Annex SL of the Consolidated ISO/IEC Directives, Part 1:

  1. Scope
  2. Normative references
  3. Terms and definitions
  4. Context of the organization
  5. Leadership
  6. Planning
  7. Support of the Service Management System
  8. Operation of the Service Management System
  9. Performance Evaluation
  10. Improvement


ISO/IEC 20000-1:2018 Benefits

What are the benefits of ISO/IEC 20000-1 certification?


  • Credibility and competitive advantage: ISO/IEC 20000-1 certification is proof that your organization has demonstrated reliability and high quality of service.

  • Access to markets: Many organizations, government contractors, and service management businesses, for example, in public and private sectors, mandate ISO/IEC 20000-1 certification as a condition for awarding contracts.

  • Higher productivity: ISO/IEC 20000-1 is all about following service management best practice. Certification to ISO/IEC 20000-1 thus ensures your organization is able to deliver services efficiently and effectively.

  • Independent assessment: The certification audit provides an opportunity to benchmark your organization against the internationally recognized standard for service management.

  • Continual improvement: Certification to ISO/IEC 20000-1 means your organization has robust processes in place for continual improvement - which is essential for any business to be successful in the longer term.

Who Certifies companies to ISO/IEC 20000-1:2018?

Accredited Certification Information

There are many thousands of certification bodies around the world; accredited and non-accredited. Many non-accredited certification bodies are considered private (no oversight) and these companies are often referred to as certification mills.

Accredited certification bodies are accredited to ISO/IEC 17021-1:2015, are routinely audited to ensure they comply with that International Standard. A short list of accredited certification bodies are:

  • IAI in the USA;

  • BSI in UK;

  • Quality Austria in Austria;

  • JQA in Japan;

  • KFQ in Korea; and,

  • SAI Global in Australia, Asia and Latin America. 



Sign up to hear from us about specials, sales, and events.