ISO certificate
ISO/IEC 20000-1 Certification (IT Service Management)
A practical guide to ITSM scope, incident/change/service levels, and audit-ready records — built for consistent service delivery.
What ISO/IEC 20000-1 is (in operational terms)
ISO/IEC 20000-1 is a management system for delivering IT services consistently: defined service commitments, controlled changes, incident/problem learning, and measurable service reporting. Audits focus on records that prove the service management system runs in real operations.
Typical scope choices that affect the audit
- Which services are in scope (customer-facing vs internal), and who the customers are.
- Which teams/vendors are included (service desk, NOC, cloud providers, outsourcers).
- Interfaces with information security and continuity requirements.
- Tooling boundaries (ticketing, monitoring, CMDB) and evidence availability.
Key ISO/IEC 20000-1 expectations
- Service portfolio & SLAs: defined commitments and reporting cadence.
- Incident & request management: ticket evidence, categorization, response/resolution tracking.
- Change control: approvals, risk assessment, backout, and post-change review.
- Problem management: root cause and prevention of recurrence.
- Supplier management: controls over outsourced parts of the service.
Related certificates
ISO/IEC 20000-1 often pairs well with ISO 27001 when customers require both service assurance and information security assurance.
Next step
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