ISO/IEC 20000-1:2018 — IT Service Management
The international standard for IT service management — enabling organisations to align IT services with business needs and demonstrate best-practice service delivery. Updated with Amendment 1:2024.
Standard
ISO/IEC 20000-1:2018 + Amd.1:2024
Service type
By CAS
Issued under
CAS — own authority
Standards & technical basis
Certified standard
ISO/IEC 20000-1:2018 + Amd.1:2024
Certification-body competence
ISO/IEC 17021-1:2015 · ISO/IEC TS 20000-6:2017
CAS audits and certifies to the requirements of ISO/IEC 17021-1:2015 and ISO/IEC TS 20000-6:2017 — which sets the requirements for bodies providing audit and certification of service management systems.
Mark & recognition
Issued by CAS under its own authority — carries the CAS mark and does not bear the EGAC or IAF marks.
What it is
ISO/IEC 20000-1:2018 specifies requirements for a service management system (SMS) — the world's first international standard for IT service management. It enables service providers to demonstrate alignment between services delivered and business requirements.
Who needs it
IT service providers, managed service companies, shared service centres, IT departments, cloud providers, and outsourcing companies seeking to demonstrate structured IT service management.
Benefits of certification
- Internationally recognised IT service management standard
- Demonstrates structured service delivery to clients and customers
- Required for some government IT contracts and procurement
- Aligns with ITIL practices and frameworks
- Improves incident, problem, and change management processes
- Supports continual service improvement culture
Frequently asked questions
Common questions
Is ISO 20000 the same as ITIL?
No. ITIL is a best-practice framework; ISO 20000 is a certifiable standard. ISO 20000 certification provides formal third-party verification of IT service management — ITIL practices often support achieving it.
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