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ISO/IEC 20000-1:2018 • IT Service Management
Deliver Reliable IT Services. Build Customer Confidence.
Demonstrate consistent, effective IT service management with independent ISO/IEC 20000-1 certification audits for your service management system.
SERVICE RELIABILITY
INDEPENDENT AUDITS
USA & AUSTRALIA
IT SERVICE MANAGEMENT
Why certification matters
Why choose ISO 20000-1 certification?
Independent assessment of your organisation’s approach to planning, delivering, controlling and improving services.
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Improve service consistency
Bring greater discipline to service delivery, monitoring and continual improvement.
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Strengthen customer confidence
Demonstrate a systematic approach to meeting agreed service requirements.
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Support incident and change control
Establish effective approaches to managing service incidents, problems and changes.
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Manage suppliers and service partners
Improve oversight of external providers and shared service responsibilities.
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Connect business and IT outcomes
Link service objectives, performance measures and improvement to customer needs.
The standard
Discuss certification →
What is ISO/IEC 20000-1?
ISO/IEC 20000-1:2018 specifies requirements for establishing, implementing, maintaining and continually improving a service management system (SMS). It addresses the planning, design, transition, delivery and improvement of services to meet requirements and deliver value.
Current edition: ISO/IEC 20000-1:2018, including Amendment 1:2024 on climate-action considerations. The amendment does not create a new 2024 edition.
The standard is relevant to managed service providers, internal IT teams, cloud and infrastructure service organisations and other service providers. It is distinct from ITIL guidance and from ISO/IEC 27001 information security certification
Key SMS focus areas
- Service management policy, objectives and scope
- Service planning, design and transition
- Service levels and supplier management
- Incident, problem and change management
- Availability, capacity and service continuity
- Performance evaluation and continual improvement
A clear pathway
Our ISO 20000-1 certification process
A structured audit process with independent certification decisions.
01
Discuss your service scope
Tell us about the services you deliver, customers, locations, suppliers and the scope of your SMS.
02
Confirm audit arrangements
The certification body reviews your application, audit programme, timing and applicable accreditation scope.
03
Stage 1 audit
Review scope, documented information, readiness and understanding of service management requirements.
04
Stage 2 audit
Evaluate implementation and effectiveness through evidence, interviews and service management records.
05
Independent certification decision
The relevant certification body reviews the audit findings and determines whether certification can be granted.
06
Surveillance and recertification
Periodic surveillance and renewal audits help confirm the management system remains effective.
Already certified?
Ask about a transfer →
Transfer your ISO 20000-1 certification
Considering a new certification body? We can help you explore transfer eligibility. The receiving certification body reviews your certificate, audit history, scope and any open findings in accordance with its transfer rules.
Helpful information
- Current certificate and service scope
- Service locations and covered activities
- Recent audit reports and nonconformities
- Surveillance dates and certificate expiry
Our relationships
Blue Wolf, ARS, SCK and accreditation
Blue Wolf coordinates independent certification services through certification-body relationships. The relevant certification body—not Blue Wolf—makes certification decisions and issues certificates. Verify the current accredited ISO/IEC 20000-1 scope for each body before publishing accreditation claims or marks.
Blue Wolf Certifications
Certification enquiries, coordination and customer support.
ARS
Certification-body relationship; confirm applicable ISO/IEC 20000-1 accreditation scope.
SCK
Certification-body relationship; confirm applicable ISO/IEC 20000-1 accreditation scope.
Common questions
ISO 20000-1 certification FAQs
What is ISO/IEC 20000-1 certification?
Independent assessment of a service management system (SMS) against ISO/IEC 20000-1 requirements.
Which edition is current?
ISO/IEC 20000-1:2018 remains current, together with Amendment 1:2024 addressing climate-action considerations.
Who can be certified?
IT service providers, managed service providers, cloud and infrastructure teams, internal IT service functions and other organisations delivering services within a defined SMS scope.
Is ISO 20000-1 the same as ITIL?
No. ISO/IEC 20000-1 contains auditable management-system requirements; ITIL is a service management guidance framework. They can complement one another.
Do we need ISO 27001 first?
No. ISO/IEC 27001 certification is not a prerequisite for ISO/IEC 20000-1 certification.
How long does certification take?
It depends on SMS scope, sites, maturity, complexity, audit scheduling and resolution of any findings.
Can an existing ISO 20000-1 certificate be transferred?
Potentially, subject to the receiving certification body’s transfer rules, accreditation, certificate validity and audit history.
Who issues the certificate?
The relevant certification body makes the independent decision and issues the certificate; Blue Wolf coordinates certification services.
Take the next step
Request Your ISO 20000-1 Quote →
Ready to demonstrate confidence in your IT service management?
Tell us about your services, scope and locations. We’ll help you understand the available independent certification pathway.