What is ISO/IEC 20000-1?
ISO/IEC 20000-1:2018 is the international standard for IT Service Management Systems (ITSMS). It specifies requirements for establishing, implementing, maintaining, and improving an ITSMS — covering the design, transition, delivery, and improvement of IT services to fulfil agreed service requirements. The standard is strongly aligned with ITIL best practices.
Who Needs ISO 20000 Certification?
- Managed Service Providers (MSPs) and IT outsourcing organisations
- Cloud infrastructure and platform service providers
- IT departments within large enterprises seeking independent validation
- Public sector IT service providers and government contractors
- Software development organisations with operational support responsibilities
Key Service Management Processes Covered
- Service level management and SLA governance
- Incident management and problem management
- Change management and release management
- Configuration management and asset tracking
- Capacity and availability management
- Service continuity and information security management
- Supplier management and subcontractor oversight
Integration with ISO 27001 and ISO 22301
Many IT service providers pursue ISO 20000-1 alongside ISO 27001 (information security) and ISO 22301 (business continuity). BALTUM's integrated three-standard programme is particularly popular with MSPs and cloud providers — delivering all three certifications from a single unified management framework and shared audit programme.