Reliable services
Incidents, problems and changes handled consistently.
Certification support
ISO/IEC 20000-1 IT Service Management
Current edition: ISO/IEC 20000-1:2018
The international standard for service management systems. It shows that IT and technology-enabled services are planned, delivered and improved under control, whether you serve internal users or external customers.
What the standard covers
Requirements, clause by clause
ISO/IEC 20000-1 sets requirements for a service management system. Clause 8 carries most of the service processes.
4
Context
Interested parties, scope of services and the service management system.
5
Leadership
Commitment, service management policy, roles.
6
Planning
Risks and opportunities, objectives, planning the SMS.
7
Support
Resources, competence, awareness, communication, documented information, knowledge.
8
Operation
Service portfolio, relationships and agreements, supply and demand, design and transition, resolution and fulfilment, assurance.
9
Performance evaluation
Monitoring, internal audit, management review, service reporting.
10
Improvement
Nonconformity, corrective action and continual improvement.
Clauses 4 to 10 follow the Plan-Do-Check-Act cycle and the harmonized structure shared with ISO 9001 and ISO/IEC 42001, so the systems integrate cleanly.
Why organisations implement it
What a working SMS delivers
Clear agreements
Service levels agreed, measured and reported.
Outsourcing confidence
A recognised assurance standard for managed services contracts.
Controlled change
Change and release management that protects live services.
Supplier control
Suppliers and internal teams managed against agreed targets.
Works with ITIL
Aligns with established practices you may already use.
How we work
Path to certification
One AEC methodology from first assessment to certificate, delivered by registered lead auditors.
- AssessGap assessment against ISO/IEC 20000-1, scope and roadmap
- DesignProcesses, risk register, policy and documented information
- ImplementProcesses embedded with coaching for process owners
- TrainAwareness for all staff and internal auditor development
- VerifyInternal audit, management review and mock certification audit
- Certify & sustainStage 1 and Stage 2 support, then surveillance readiness
Full implementation
No existing system. We design and implement from the ground up.
Typically 6 to 9 monthsGap remediation
Some documentation in place. We close the gaps and prove effectiveness.
Typically 4 to 6 monthsUpgrade & integration
Integration with ISO/IEC 27001 or ISO 9001 under one audit programme.
Typically 3 to 5 months
Who certifies
Independent certification, chosen to fit your market
Your ISO/IEC 20000-1 certificate is issued by an independent certification body accredited by UKAS, DAkkS or an equivalent national accreditation body. AEC prepares you for that audit; the certification decision is theirs.
CB-neutral
We are not tied to one certification body and help you select one to suit your customers and markets.
Audit-ready
Mock certification audit and closed corrective actions before Stage 1 and Stage 2.
No guarantees
We prepare you thoroughly and never promise an outcome only an independent auditor can decide.
Where it applies
ISO/IEC 20000-1 by industry
IT services · managed service providers and outsourcers
Finance · internal IT and shared services
Government · public sector IT
Healthcare · clinical and hospital IT
Related standards
Questions
ISO/IEC 20000-1 FAQ
Does AEC issue the ISO/IEC 20000-1 certificate?
No. Certificates are issued by independent certification bodies accredited by UKAS, DAkkS or an equivalent national accreditation body. AEC prepares your organisation for that audit.
How does ISO/IEC 20000-1 relate to ITIL?
ITIL is a body of practice guidance. ISO/IEC 20000-1 sets auditable requirements. Many organisations use ITIL practices to meet ISO/IEC 20000-1 requirements.
Can internal IT departments be certified?
Yes. The scope can cover services provided to internal users, external customers, or both.
Can it be combined with ISO/IEC 27001?
Yes. Both use the harmonized structure, and many service providers run them as one integrated system with shared risk management and audits.
Start your ISO/IEC 20000-1 programme
Tell us your services, customers and current processes. We reply with a proposal covering gap assessment, implementation, training and certification support.
Certification decisions are made by independent, accredited certification bodies. AEC prepares organisations for certification and does not guarantee certification outcomes.