The Scope
ISO/IEC 20000 certification verifies that an organisation has established, implemented, maintained, and continually improved an IT Service Management System (ITSMS) to ensure the effective delivery of high-quality IT services. The certification provides a structured framework for planning, designing, delivering, operating, monitoring, and improving IT services to meet business objectives, customer requirements, and service level commitments.
The standard enables organisations to improve service quality, operational efficiency, customer satisfaction, and governance of IT service delivery across the entire service lifecycle.
The Standard
This certification is based on:
ISO/IEC 20000 – Information Technology Service Management Systems (ITSMS)
The standard focuses on:
IT service management governance
Service delivery and service level management
Service catalogue management
Service Level Agreement (SLA) management
Incident and problem management
Change and configuration management
Service continuity and availability management
Capacity and performance management
Supplier and relationship management
Service design and transition management
Monitoring, measurement, and continual improvement
The certification assesses the organisation's ability to consistently deliver IT services that meet customer expectations, business requirements, and contractual obligations.
Who Should Apply
ISO/IEC 20000 certification is suitable for organisations of all sizes that provide, manage, or support IT services either internally or for external customers.
The certification is particularly relevant for:
IT Service Providers
Managed Service Providers (MSPs)
Cloud Service Providers
Data Centers
Software Development and Support Companies
Telecommunications Providers
Government and Public Sector Organizations
Financial Institutions and Banks
Healthcare Organisations
Technology and Digital Transformation Companies
Business Process Outsourcing (BPO) Providers
Large Enterprises with Internal IT Departments
This certification is ideal for organisations seeking to improve IT service quality, enhance customer satisfaction, strengthen service governance, optimise operational performance, ensure compliance with service requirements, demonstrate service excellence, and align IT services with business objectives and stakeholder expectations.