ISO/IEC 20000

ISO/IEC 20000 is first international standard for IT Service Management System. It describes an integrated set of management processes for the effective delivery of IT services to the organization.


Family of ISO/IEC 20000 consists of several parts, although most organizations resort to ISO/IEC 20000-1 and ISO/IEC 20000-2.


ISO/IEC 20000-1 is the formal specification and defines the requirements for an organization to deliver managed IT services of an acceptable quality for its customers.


ISO/IEC 20000-2:2012 is a code of conduct and describes the best practices for process management based on the requirements of ISO/IEC 20000-1:2011. Code of Conduct will be particularly useful for organizations that are preparing for the ISO/IEC 20000 certification or planning IT service improvements.

ISO/IEC 20000 certification

When all requirements of the ISO/IEC 20000 standard are met, and it can be so proven by internal audits, the organization may proceed to an external audit. This external audit should be carried out by a third party – accredited certification body.


Certification will be carried out in 2 Stages. Stage 1 covers document review and Stage 2 checks the functioning of management system within the company.


During the ISO/IEC 20000 certification the auditor will focus on reviewing the system documentation, procedures, and will analyse how the company manages it’s IT services and if it has established management goals and objectives that are measureable and achievable.


The Auditor will also check if the work methods that are employed are in accordance with procedures and the established goals and appropriate records are kept.


After positively completing the certification  the Auditor shall recommend that  a certificate for ISO/IEC 20000 is issued and  registered.
The next steps are surveillance audits which are aimed to assure that the management system continuous to be effective, is being improved and still in compliance with ISO/IEC 20000 standard.

What is the cost of ISO/IEC 20000 certification?

ISOQAR has an individual pricing approach for each Client. We take into consideration many factors before we make a proposal.


To get a proposal please complete the on-line form or call our office.

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