ISO/IEC 20000-1:2018

IT Service Management

Demonstrating Excellence in IT Service Quality

In order to ensure quality IT services, we need an IT service management system that sets the mark for IT service standards in the world. IT forms the backbone of today’s business, but it is essential that IT services, both internal and outsourced, should be in alignment with business and customer requirements. In order to introduce standardization in IT service management, we need IT service standards that all IT service organizations can adhere to.

What is ISO 20000?

ISO 20000 is the international standard for IT Service Management (ITSM). It is an IT quality control standard that ensures an organization’s ITSM processes are aligned with international best practice in addition to the requirements of the organization itself. ISO 20000 certification enables organizations to show commitment to a reliable IT infrastructure. The current version of ISO 20000 is ISO/IEC 20000-1:2018. ISO 20000 is applicable to any organization, large or small, in any sector or part of the world which relies on IT services.


  • Specifies requirements for the IT service provider to plan, establish, implement, operate, monitor, review, maintain and improve an IT service management system.
  • Certification to this standard enable organizations to independently demonstrate to their customers that they meet best IT business practices.
  • The standard is particularly suitable for internal IT service providers, such as IT departments, and external IT service providers, such as IT outsourcing organizations.
  • The standard is currently positively impacting some of the leading IT dependent sectors like telecommunications, business process outsourcing, finance and the public sectors.

    What are the key benefits of ISO 20000?
  • Service improvement
  • Creation of a framework for independent assessment
  • Demonstration of ability to meet customer requirements
  • Demonstrates to customers, suppliers and partners an adherence to best-practice in ITSM
  • Competitive advantage by demonstrating reliability and high quality of service
  • IT service providers become more responsive to services which are business led rather than technology driven
  • External service providers can use certification as a differentiator and win new business as this increasingly becomes a contractual requirement
  • Gives ability to select and manage external service providers more effectively
  • More opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service
  • Certification audits enable the regular evaluation of the service management processes, which helps to maintain and improve effectiveness
  • The certification process can reduce the amount of supplier audits, thereby reducing costs
  • Certification fosters continual improvement by enabling service providers to monitor, measure and review their service management processes and services