ISO 20000-1 – The Global Standard for IT Service Management System
ISO 20000-1 is the world’s most recognised standard for IT Service Management (ITSM). It is the only internationally accepted certification that proves an organisation has a systematic, formally audited approach to designing, transitioning, delivering, and improving IT services. Adopted worldwide by managed service providers, cloud companies, and internal IT departments, it ensures technology services meet both business needs and customer expectations.
What is ISO 20000-1?
ISO 20000-1 is an international standard developed jointly by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC). Its official title is ISO/IEC 20000-1 — Information technology — Service management — Part 1: Service management system requirements.
The current version is ISO/IEC 20000-1:2018.
It specifies the requirements for establishing, implementing, maintaining, and continually improving a Service Management System (SMS). The SMS provides a structured framework of policies, processes, and controls to deliver managed IT services efficiently and reliably.
ISO 20000-1 is closely aligned with ITIL (Information Technology Infrastructure Library) best practices and covers critical service management areas, including:
Service Portfolio & Catalogue Management — defining and managing the services provided
Relationship & Agreement Management — maintaining Service Level Agreements (SLAs) with customers and managing suppliers
Resolution Processes — handling incident management, service requests, and problem management (finding root causes)
Control Processes — managing IT changes, releases, and deployment safely
Because the 2018 version uses the Annex SL High-Level Structure, it integrates seamlessly with other standards like ISO 9001 (Quality) and ISO 27001 (Information Security).
Who Needs ISO 20000-1 Certification?
ISO 20000-1 is relevant to any organisation that provides IT services, whether to external clients or internal departments. Demand is especially high in:
Managed Service Providers (MSPs) and IT Support MSPs use ISO 20000-1 to prove to clients that their service desk, incident response, and problem management processes are world-class and dependable.
Cloud and SaaS Companies Cloud service providers need to guarantee service availability, capacity planning, and continuous delivery. ISO 20000-1 assures enterprise buyers that these services are managed systematically.
Data Centres and Hosting Providers Organisations providing critical infrastructure rely on the standard to demonstrate robust continuity, capacity management, and incident resolution capabilities.
Telecommunications Telecom operators delivering complex B2B services use the standard to manage massive service portfolios and ensure SLA compliance across their networks.
Government and Public Sector IT Many government tenders require ISO 20000-1 as a prerequisite for bidding on IT contracts. It is heavily utilised by public sector IT departments to ensure taxpayer money is spent efficiently on reliable services.
Financial Services and Banking IT Internal IT departments within large banks and financial institutions adopt ISO 20000-1 to ensure mission-critical banking systems suffer minimal downtime and are supported by proactive problem management.
Why ISO 20000-1 Matters Now a Days
Most organisations pursue ISO 20000-1 because of a direct commercial or operational trigger:
An enterprise client or government tender lists ISO 20000-1 certification as a mandatory requirement for IT service providers.
A business is losing contracts to competitors who can independently prove their ITIL-aligned service management capabilities.
An organisation is struggling with frequent IT outages, missed SLAs, and reactive “firefighting,” and needs a structured framework to become proactive.
IT departments need to manage complex, multi-supplier environments seamlessly.
The market expectation for guaranteed service levels is higher than ever. ISO 20000-1 provides the ultimate proof that an IT provider can deliver what they promise, on time, and within agreed parameters.
Why Accredited ISO 20000-1 Certification Matters
ISO 20000-1 certificates can only be used effectively when they are backed by proper accreditation. Many buyers and government procurement offices specifically require accredited certification — an unaccredited certificate issued by an unreviewed body carries no meaningful weight.
Here is how the system works: Accreditation bodies audit and approve certification companies. When properly accredited, the certificates a certification body issues are accepted globally across procurement, regulatory, and supply chain frameworks.
At Isofranchise, every certificate is issued through certification bodies accredited by one of six respected international accreditation bodies. None of our certification bodies has ever been suspended.
The Six Accreditation Bodies We Work With:
IAS (International Accreditation Service) — Strong recognition in USA, UAE, Saudi Arabia, Middle East, and Southeast Asia.
UAF (United Accreditation Foundation) — Widely accepted across Asia, Middle East, and Africa. Popular choice for new and growing certification businesses.
UKAS (United Kingdom Accreditation Service) — The national body for the UK. Highly valued for UK and European supply chains.
ANAB (ANSI National Accreditation Board) — Important for US government contracts and large American corporations.
KAB (Korea Accreditation Board) — Essential when supplying to South Korean companies in automotive and electronics.
EGAC (Egyptian Accreditation Council) — Recognised across North Africa and the Arab MENA region.
All six are connected through the International Accreditation Forum (IAF), so certificates are accepted in over 100 countries.
ISO 20000-1 Certification Process – Step by Step
Initial Enquiry — You contact us and a local franchise partner reaches out within 24 hours to understand your organisation and IT services.
Scope Definition and Gap Analysis — We define the exact scope of your Service Management System (SMS) and compare your current processes against the 2018 requirements.
Service Planning — We assist in establishing clear service objectives, SLAs, and capacity plans.
Documentation Development — We help you prepare the Service Management Policy, Service Catalogue, incident/problem/change procedures, and required records.
Implementation — You implement the ITIL-aligned processes, train your IT team, and put the SMS into day-to-day operation.
Internal Audit — An internal review confirms the SMS is functioning properly before the external auditor arrives.
Certification Audit — Two stages: document review (Stage 1) and full technical assessment of your IT service processes (Stage 2) by an accredited auditor.
Certificate Issuance — If successful, you receive your ISO/IEC 20000-1:2018 certificate, valid for three years.
Surveillance Audits — Annual checks confirming continued compliance, SLA achievement, and improvement.
Recertification — A full audit every three years to renew the certificate.
Typical Timeline
| Organisation Size | Typical Duration |
| Small (up to 50 employees) | 8–14 weeks |
| Medium (50–250 employees) | 14–20 weeks |
| Large (250+ employees) | 20–32 weeks |
The timeline depends on the maturity of your existing IT processes. If your organisation already follows ITIL best practices, the journey to ISO 20000-1 certification is significantly faster. Our partners provide full support throughout.
Typical Cost Range
| Organisation Size | Typical Cost (USD) |
| Small | USD 2,500 – 6,000 |
| Medium | USD 6,000 – 15,000 |
| Large | USD 15,000+ |
Costs depend on the complexity of your IT service catalogue, the number of locations, and the chosen accreditation body. We provide a clear, no-obligation quote.
Key Documents Required
Service Management Policy and Objectives
SMS Scope Document
Service Catalogue / Service Portfolio
Service Level Agreements (SLAs)
Capacity and Availability Plans
Incident and Problem Management Procedures
Change Management and Release Procedures
Information Security Policy
Business Continuity and Disaster Recovery Plans
Supplier and Contract Management Records
Internal Audit and Management Review Records
For Businesses: Get ISO 20000-1 Certified
If your organisation needs ISO 20000-1 certification to meet enterprise client requirements, qualify for government IT tenders, or simply transform your IT department from reactive to proactive, our network provides a structured and reliable path.
Certificates issued under internationally recognised accreditations (IAS, UAF, UKAS, ANAB, KAB, EGAC)
Accepted in more than 100 countries
Complete support from scope definition to final certificate
Option to appear on the official accreditation schedule
Trusted network with a perfect record — no suspensions ever
We support businesses across UAE, Saudi Arabia, United Kingdom, USA, Australia, Germany, Canada, Singapore, Malaysia, South Korea, Thailand, Nigeria, Kenya, Qatar, and many more countries.
ISO 20000-1 as a Business Opportunity — Join the Isofranchise Network
As businesses increasingly rely on complex IT infrastructure, the demand for ISO 20000-1 is growing rapidly among IT service providers, software developers, and MSPs.
How the isofranchise.in model works
We operate a global network that gives franchise partners access to accreditation, training, tools, and clients — so you can start delivering ISO certifications without having to build everything from scratch.
What every franchise partner receives:
Zero Investment — No franchise fee, no setup costs, no joining fees
Access to six accreditation bodies — flexibility to serve different markets and client requirements
Free professional website — fully built and ready from day one
Free client database — pre-qualified leads in your territory actively looking for ISO certification
Exclusive regional rights — you are the only isofranchise.in partner in your area
Free comprehensive training — covers ISO standards, certification processes, and business operations. No prior experience required.
Option to appear on the official accreditation schedule
Clean accreditation record — every certificate you issue is backed by trusted bodies with no history of suspension
ISO 20000-1 pairs perfectly with ISO 27001 (Information Security) and ISO 9001 (Quality). Franchise partners who offer this “IT trio” can dominate the technology sector in their region, serving high-value clients with multiple certification needs.
How to Become an ISO 20000-1 Franchise Partner
The process is simple and straightforward:
- Submit your franchise application
- Complete onboarding and receive your free website and client database
- Finish the free training programme
- Choose the accreditation bodies you want to work with
- Set up your operations in your exclusive territory
- Start certifying clients and growing your business
Countries Where We Deliver ISO 20000-1 Certification
- Our network is active in many of the world’s strongest ISO certification markets, including:
Australia — Qatar — Thailand — Egypt — Azerbaijan — Nigeria — United Kingdom — Peru — Brazil — Bangladesh — USA — South Africa — Malaysia — Kuwait — Italy — Ghana — Georgia — Iraq — Kenya — Saudi Arabia — Nepal — Bulgaria — India — Pakistan — Indonesia — Mongolia — Canada — Iran — Germany — Singapore — Sri Lanka — Turkey — UAE — Vietnam and many more.