What is ISO 20000-1?
ISO/IEC 20000-1 is the international standard for IT service management (ITSM), specifying requirements for planning, delivering and continually improving IT services aligned to business needs.
Benefits of Certification
- ✔Deliver consistent, reliable IT services
- ✔Align IT with business objectives
- ✔Improve incident and change management
- ✔Enhance customer and user satisfaction
- ✔Support digital transformation and outsourcing
Scope
For any organisation providing IT services internally or to external customers that wishes to formalise its service management.
Who it applies to
- ●IT & software / SaaS
- ●BPO & shared services
- ●Financial & professional services
- ●Telecommunications
- ●Healthcare & data processors
- ●E-commerce & cloud providers
What the scope covers
- ▸Information security risk assessment and treatment
- ▸Access control and cryptography
- ▸Asset, supplier and cloud security
- ▸Incident management and business continuity
- ▸Physical and operational security
- ▸Statement of Applicability (Annex A controls)
Key Requirements
- ▸Service management system planning
- ▸Service level and relationship management
- ▸Incident, problem and change management
- ▸Service continuity and availability
- ▸Capacity and configuration management
- ▸Continual service improvement
Certification Process
- 1
Application & Quotation
Submit your details and receive a tailored, fixed-price quotation based on scope, sites and headcount.
- 2
Gap Analysis (Optional)
An optional pre-audit review identifies gaps between your current practices and the standard.
- 3
Stage 1 Audit
Documentation review to confirm your management system is designed and ready for assessment.
- 4
Stage 2 Audit
On-site (or remote) assessment of the implementation and effectiveness of your system.
- 5
Certification Decision
An independent technical review leads to the certification decision and issue of your certificate.
- 6
Surveillance & Renewal
Annual surveillance audits maintain your certification over the three-year cycle before recertification.
Documents Required
- 📄Company registration / incorporation details
- 📄Organisation chart and list of sites
- 📄Scope statement of activities
- 📄Management system manual / documented information
- 📄Key policies and procedures relevant to the standard
- 📄Records demonstrating implementation (audits, reviews, training)
Frequently Asked Questions
How long does ISO 20000-1 certification take?
Typical timelines range from 4 to 12 weeks depending on the size of your organisation, the number of sites and how mature your existing management system is.
How long is a ISO 20000-1 certificate valid?
Certificates are issued for a three-year cycle, subject to successful annual surveillance audits, after which recertification renews the cycle.
Can the audit be conducted remotely?
Yes. Where appropriate, UKCTL can conduct Stage 1 and parts of Stage 2 remotely, combined with on-site verification as required.
Is ISO 20000-1 certification accredited?
UKCTL issues accredited certificates recognised internationally, giving your customers and stakeholders confidence in the assessment.
Get ISO 20000-1 certified with UKCTL
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