Home » ISO/IEC 20000-1. Information technology. Service management.

ISO/IEC 20000-1. Information technology. Service management.

ISO/IEC 20000-1. Information technology. Service management. Service management system requirements.

Training / International certification ISO / IEC 20000-1.

ISO/IEC 20000-1:2018 is a globally recognized standard for information technology service management (ITSM) that outlines the requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS). It focuses on ensuring that organizations can meet service requirements and deliver value to both customers and the business itself. This standard applies to any organization that wishes to demonstrate its ability to consistently provide services that meet customer needs and international regulations​​.

The core areas covered by ISO/IEC 20000-1:2018 include the context of the organization, leadership, planning, support, operation, performance evaluation, and improvement. It emphasizes the importance of understanding internal and external factors that affect the SMS, demonstrating leadership support, allocating necessary resources, and continually improving service quality and management processes​. Adopting ISO/IEC 20000-1:2018 offers numerous benefits, such as improved service quality, enhanced customer satisfaction, increased efficiency, cost savings, greater control over IT services, and a competitive advantage in the marketplace. It aids in compliance with legal and regulatory requirements, improves communication within the organization, and encourages a culture of continuous improvement. By identifying and managing risks effectively, organizations can ensure that IT services align with business goals and contribute to the overall success of the company​.

ISO/IEC 20000-1:2018 is suitable for a wide range of organizations, including IT service providers, internal IT departments, and companies that outsource their IT services. It is particularly valuable for those looking to ensure the quality and reliability of their IT services and to demonstrate their commitment to international best practices in ITSM​​. For more in-depth information on ISO/IEC 20000-1:2018 and how it can be implemented within your organization, you may refer to the detailed documents and guidelines provided by ISO and related certification bodies.


  • Improved Service Quality. By adhering to a globally recognized framework, organizations can enhance the quality of their IT services, leading to higher customer satisfaction.
  • Enhanced Customer Satisfaction. Meeting the stringent requirements of ISO/IEC 20000-1 aligns IT services with customer needs and expectations, thereby improving their satisfaction and trust in the services provided.
  • Efficiency and Cost Savings. The standard promotes optimization of IT service processes, which can lead to significant cost savings by streamlining operations and reducing errors and inefficiencies.
  • Greater Control and Risk Management. Establishing clear policies and procedures for IT service management helps organizations better manage their services, respond to incidents effectively, and mitigate risks associated with IT services.
  • Competitive Advantage. Achieving ISO/IEC 20000-1 certification demonstrates a commitment to high-quality IT service management, which can serve as a competitive differentiator in the marketplace.
  • Compliance with Legal and Regulatory Requirements. The standard assists organizations in complying with relevant legal and regulatory requirements, reducing the risk of non-compliance issues.
  • Improved Communication. Implementing ISO/IEC 20000-1 promotes better communication within the organization and with external stakeholders, enhancing overall service coordination and delivery.
  • Continual Improvement. The framework emphasizes a culture of continuous improvement, encouraging organizations to regularly review and refine their IT service management processes for ongoing enhancements in service quality.
  • Alignment with Business Goals. ISO/IEC 20000-1 helps ensure that IT services support and are aligned with the organization’s overall business goals and strategies, facilitating the achievement of these objectives.
  • Global Recognition. As an internationally recognized standard, ISO/IEC 20000-1 certification can facilitate global business opportunities and partnerships.


  1. EXPERIENCE. Baltum Büroo has more than 10 years of experience in the international certification services market.
  2. FLEXIBILITY. Baltum Büroo means reasonable and affordable prices.
  3. ACCREDITATIONS. Baltum Büroo has been assessed by ASCB (Accreditation Service for Certifying Bodies).
  4. AUDITORS. Baltum Büroo maintains its own international registration of auditors.
  5. ACADEMY. Baltum Büroo has own online academy, which allows you to study anywhere in the world.


  • Application. We analyze the application for the subject of the certification area + We conclude an agreement.
  • Auditing. On-site audit. Departure of the auditor to check the management system.
  • Issuance of a certificate. Preparing a report and making a decision on issuing a certificate.

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