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ISO/IEC 20000-1 - Service management
ISO/IEC 20000-1 is the international standard for Service Management Systems (SMS).
This standard helps service organizations establish, implement, maintain, and continually improve a management system that ensures the effective and consistent delivery of services aligned with business needs and customer expectations.
Built on internationally recognized best practices in service management, ISO/IEC 20000-1 promotes a structured and integrated approach to service planning, delivery, and control. It includes requirements for service design and transition, business relationship management, incident resolution and problem management, change and configuration management, service availability and continuity or information security.
ISO/IEC 20000-1 is applicable to all types of organizations, regardless of size or sector, that are involved in delivering or managing services — whether internally or to external customers. It is widely used by IT service providers, managed service providers, public institutions, and enterprises seeking to improve service quality, manage risk, and enhance customer satisfaction.
RIGCERT provides accredited certification services for service management systems in accordance with ISO/IEC 20000-1. Our certification process is coordinated by experienced professionals who understand the complexities of business operations and the expectations of service users.
Whether the goal is to improve service quality, ensure compliance with contractual and regulatory requirements, or increase client confidence, ISO/IEC 20000-1 certification with RIGCERT supports your organization’s commitment to excellence in service management.
ISO/IEC 20000-1 is the international standard that defines the requirements for a Service Management System (SMS).
Such a management system can be implemented by any organization, regardless of its size or sector, that is involved in delivering or managing services. Its main purpose is to help organizations ensure the consistent, efficient, and reliable delivery of services aligned with business needs and customer expectations.
ISO/IEC 20000-1 supports organizations in their efforts to improve service quality, manage risks effectively, increase customer satisfaction, and maintain control over critical service-related processes.
Among other requirements, ISO/IEC 20000-1 calls for the planning and control of services, business relationship management, incident and problem management, change and configuration management, service continuity and availability, as well as information security management.
The standard can be integrated with other management system standards, such as ISO/IEC 27001 (for information security) or ISO 9001 (for quality management), providing a comprehensive and consistent governance framework across the organization.
RIGCERT provides accredited certification services for Service Management Systems according to ISO/IEC 20000-1, supporting your organization’s journey toward delivering high-quality, secure, and predictable services. A credible, accredited ISO/IEC 20000-1 certification demonstrates the organization’s commitment to service excellence and to meeting the needs of customers and stakeholders.
Certification to ISO/IEC 20000-1 demonstrates that an organization has implemented a structured and effective Service Management System (SMS) aligned with the requirements of the standard.
To obtain the certification, an organization must undergo a two-stage initial audit conducted by qualified, impartial auditors. The purpose of the audit is to evaluate whether the Service Management System meets the requirements of the standard and is implemented effectively in practice.
The certification is valid for three years, during which annual surveillance audits are conducted to confirm that the system remains compliant and continues to deliver the intended results. If surveillance audits are missed or reveal major nonconformities that are not corrected in time, the certificate may be suspended or withdrawn.
At the end of the three-year cycle, a recertification audit should be conducted to maintain certification. This process ensures that the service management system remains relevant, suitable, and effective, and that the organization continues to meet stakeholder expectations.
RIGCERT offers certification services for Service Management Systems in accordance with ISO/IEC 20000-1, under internationally recognized accreditation. Our process is impartial, evidence-based, and conducted by experienced professionals who understand the operational and strategic challenges of service delivery in your industry.
Whether your goal is to improve service performance, meet contractual requirements, or demonstrate excellence in service management to clients and partners, certification to ISO/IEC 20000-1 with RIGCERT provides credible proof of your organization’s commitment to quality, reliability, and continual improvement.
RIGCERT provides accredited certification services for Service Management Systems (SMS) in accordance with ISO/IEC 20000-1, under the accreditation of IAS – International Accreditation Service.
IAS is a member of the International Accreditation Forum (IAF), which ensures that the certification issued by RIGCERT is internationally recognized and accepted by stakeholders such as clients, business partners, and regulatory authorities.
Our auditors have extensive experience in assessing service management systems and a deep understanding of operational and strategic challenges in service delivery. They provide valuable support in evaluating the system’s effectiveness and identifying opportunities for improvement.
Regardless of the sector, an accredited and credible ISO/IEC 20000-1 certification demonstrates your organization’s commitment to service quality, reliability, and customer satisfaction—building trust and strengthening your market position.
