By CAS
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.
By CAS
ISO/IEC 20000-1:2018
ISO/IEC 20000-1:2018
ITSM
What is IT Service Management Systems?
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 Is This For?
IT service providers, managed service companies, shared service centres, IT departments, cloud providers, and outsourcing companies seeking to demonstrate structured IT service management.
Key Benefits
- 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
Certification Process
1
Application & Review
Submit your application. CAS reviews your organisation's scope, personnel, sites, and activities to prepare a detailed audit time calculation and formal commercial proposal.
2
Stage 1 — Document Review
On-site or remote review of your management system documentation, readiness assessment, and confirmation of Stage 2 audit scope and plan.
3
Stage 2 — On-site Audit
Full on-site audit of the implemented management system against the standard's requirements. Findings are reported; nonconformities must be closed before certification.
4
Certification Decision
CAS's independent certification committee reviews the audit findings and issues the certificate. The certificate is valid for 3 years.
5
Surveillance & Recertification
Annual surveillance audits (~1/3 of initial audit time) maintain certification. Recertification audit (~2/3 of initial time) is conducted before certificate expiry to renew for a further 3 years.
Frequently Asked Questions
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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