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ISO/IEC 20000-1:
IT Service Management

ISO/IEC 20000-1 Staying ahead in today’s digital landscape requires more than just great IT services—it demands consistency, quality, and cost-effectiveness. ISO/IEC 20000-1 is the globally recognised standard for IT service management, ensuring your business can meet the increasing demands of clients and stakeholders with confidence.

Achieving and maintaining ISO/IEC 20000-1 certification demonstrates your commitment to delivering reliable, efficient, and high-quality IT services. By implementing its framework, your organisation can streamline processes, enhance customer satisfaction, and ensure a proactive approach to service delivery.

 

With ISO/IEC 20000-1, you’re not just meeting expectations—you’re setting a benchmark for operational excellence in IT service management, positioning your business as a leader in the ever-evolving digital world.

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Tell me more about this standard...

What is ISO/IEC 20000-1?

IT is essential for delivering business today. Increasingly questions are raised with regard to the compliance of IT services and meeting the requirements of businesses and customers. IT service management systems are a recognised solution to this problem. They help to demonstrate both internally and externally that a business is meeting best practices. ISO/IEC 20000-1 takes a comprehensive approach to IT service management and defines a set of processes needed to deliver an effective service.

IMSM strive to make ISO certification as simple as possible for our clients. To find out how trouble-free it really is, take a look at our simple steps to ISO certification.

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ISO Certification Made Simple

What are the Benefits of ISO/IEC 20000-1?

ISO/IEC 20000-1 will align your IT service management with an overall business strategy and create a platform for effective business continuity management.

Reduce risk, cut costs, and generate higher profit
Improved efficiency, reliability, and consistency of IT services
More focused and consistent documentation processes
Increase managerial control and responsibilities, increasing ownership
Methods to measure and evaluate performance, processes, and practices, providing more structured opportunities for continual improvement
ISO/IEC 20000-1 will help you set up transparent and optimised IT service management systems
ISO/IEC 20000-1 will enhance and strengthen IT management and control
Ensure your company meets the high demands of IT governance

Your journey starts here

More information on the Road to ISO Certification

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Learn more about ISO/IEC 20000-1

Download your free ISO/IEC 20000-1 Guide

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The Process

Steps to getting ISO/IEC 20000-1 certification

With our excellent support and guidance you can rest assure that your ISO/IEC 20000-1 certification will be successful.

1. Initial Consultation

We help you outline your goals, focusing on what your business wants to achieve and how it defines success, particularly in relation to your client’s requirements. You and your ISO consultants will agree on reasonable outcomes and delivery dates.

2. Producing System Documentation

Next, the IMSM consultant will audit your existing procedures and help you document the new systems that will help deliver success – both existing and how you will improve these. The manual system documentation sets out how your business should operate going forward so that it can deliver ISO/IEC 20000-1.
You will be able to view the manual system documentation, along with most other relevant documentation, on our client portal IMSMLoop. It offers a comprehensive insight into the progress of your ISO implementation, along with copies of the relevant audit reports, certifications, and any necessary corrective actions. The portal serves as a central hub for tracking your ISO journey.

3. ISO/IEC 20000-1 Framework Adoption

While the manual is a vital document moving forward, it is even more important that it gets put to practical use. We work with the senior management team to ensure the framework is embedded throughout your organisation. We can also develop and deliver tailored training for staff to ensure that the understanding and implementation of ISO/IEC 20000-1 is watertight. This will create consistency across your organisation, transforming your business from day one so it is optimised for efficiency, continual improvement, and greater profitability.

4. Submission to External Auditor

Before you can be awarded the certification, your organisation applies to the third-party certifying body that you have selected to conduct your audit. This audit objectively determines whether your business conforms to ISO/IEC 20000-1, and the relevant accompanying documentation is accessible through our client portal, IMSMLoop.
Our Benefits

Why choose IMSM?

Simple: We make it simple. Since 1994, we've helped businesses achieve ISO certification, with over 150 experts worldwide and 15,000+ clients trusting us to implement their ISOs. We've proven to be experts at handling the logistical heavy lifting, saving your company valuable time.

With a transparent fixed fee, flexible approach, and real-time access to updates, documentation, and an array of other features through IMSMLoop, we collaborate with your organisation to make any ISO implementation as straightforward and beneficial as possible.

Experienced ISO Consultants

How can ISO Specialists help your business?

Getting started with ISO certification might seem daunting; this is often the reason why businesses enlist the help of an ISO consultant. For 30 years, we've supported and guided organisations like yours through certification. Our experienced consultants take the lead on auditing your business, helping you use the results to enhance your quality management system. If necessary, there is also plenty of room for training.

Established ISO Certifiers since 1994
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ISO/IEC 20000-1: Frequently Asked Questions

How do I get ISO 20000-1 certified?
Your first step involves contacting an ISO specialist to organise an initial consultation. You can reach out to us to set one up – our expert team will help you implement an effective, globally recognised quality management system into your organisation.
What are the primary requirements of ISO 20000-1?
The ISO 20000-1 standard is very flexible regarding what information it requires. We split these into documents and records and provide them to you on our client portal; you can learn more about what is mandatory on our blog.
How long does it take to get ISO 20000-1 certification?
Ultimately, it depends on the size and complexity of your business. As a benchmark, most organisations can expect certification within three to six months of beginning the ISO 20000-1 process.
How do I pass an ISO audit?
A business will pass its ISO audit by preparing beforehand. Your IMSM ISO specialist will help you prepare, but your organisation must be receptive to the changes. Are you analysing the results of internal audits? Are you regularly implementing corrective actions? Do you have a clear set of objectives and targets? Getting your entire team on board each step of the way will help you pass.
How long does ISO 20000-1 last?
Certifications with IMSM are valid for a year. Regardless of how long your ISO 20000-1 certification is valid, your organisation must demonstrate continuous improvement from the original certification date to the renewal date.
What is the current version of ISO 20000-1?
The current version of ISO 20000-1 is ISO/IEC 20000-1:2018, published in September 2018. This version focuses on aligning service management practices with modern frameworks and improving flexibility in implementation.
Is ISO 20000-1 a legal requirement?
ISO 20000-1 is not legally required but a voluntary standard for IT service management. Some contracts or industries may require certification for compliance or competitive advantage.
This standard contributes to the following Sustainable Development Goals:
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High Quality & Prestigious Brands

Advanced services combined with a large experience and fast performance.

“We decided to use IMSM to help and support us through the process. We were fairly new to this as a company and to have a company like IMSM guiding us through the requirements saved us time and gave us the confidence to present to the external auditors, knowing we had everything covered”

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David Spence, Operations Engineering Manager
Ping Network Solutions

"Our ISO certifications help us provide consistent, quality-focused services that our clients have come to depend on and appreciate.”

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Cherie Sprout, Executive Assistant
Integral Consulting Services, Inc.

“We can now demonstrate, via externally internationally recognised accreditation, that Pall-Ex is the number one pallet network for quality. This also allows us extensive yearly external auditing by our certification provider against a measured standard.”

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Will Gardner, Head of QHSE & Operational Improvement
Pall-Ex Limited

"Our IMSM Assessor put in a lot of time and effort; they did a really good job for us, helping to organise what we had here. We had a lot of the pieces in place, they just weren’t put together, which IMSM helped us to do. We have a system in place now and we continually follow up on everything. “

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Steve Head, Business Improvement Director
Anderson Dahlen