ISO/IEC 20000-1:2018

Certification of IT service management systems (ITSMS)


ISO/IEC 20000-1 leads to increased efficiency in service management and ensures that service management activities meet business requirements and objectives.


A Service Management System (ITSMS) supports the management of the service lifecycle from planning through delivery to improvement, providing greater added value for both the customers and the service provider. It enables a constant transparency and a continuous improvement of effectiveness and efficiency.
The revised version ISO/IEC 20000-1:2018 addresses changes in market trends, including commodification of services and management of multiple suppliers by internal or external service integrators.

Target groups

Internal and external IT service providers.


3 years - there is an annual audit to ensure that standards are being maintained and a recertification audit after 3 years.


The SQS certificate of conformity with ISO/IEC 20000-1 has international validity and is recognised worldwide through the IQNET membership.


ISO/IEC 20000-1 can be combined with ISO 9001 (quality management), ISO 14001 (environmental management), ISO/IEC 27001 (information security management) and GoodPriv@cy® (data protection).

Lead Auditor
Sandra Thurnheer
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