Information technology – Service management

Services from EQSC

ISO 20000-1:2011/2018


 What is ISO 20000-1?

IT Services have become an important part of the business activities nowadays. As such, the management of these services has emerged as a need since several years.

ISO 20000-1, is developed to specify requirements for establishing, implementing, maintaining and continually improving a service management system (SMS). An SMS supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.


What is ISO 20000-1 concerned?

The adoption of an SMS is a strategic decision for an organization and is influenced by the organization’s objectives, the governing body, other parties involved in the service lifecycle and the need for effective and resilient services.

Implementation and operation of an SMS provides ongoing visibility, control of services and continual improvement, leading to greater effectiveness and efficiency. Improvement for service management applies to the SMS and the services.

Which type of companies ISO 20000-1 apply?

Basically the target groups for this Service Management Standard are all companies providing IT services.

This standard can be used by:

  • a customer seeking services and requiring assurance regarding the quality of those services;
  • a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;
  • an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services;
  • an organization to monitor, measure and review its SMS and the services;
  • an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;
  • an organization or other party performing conformity assessments against the requirements specified in this document;
  • a provider of training or advice in service management.

Why ISO 20000-1 certification?

By having this certification your organization will demonstrate worldwide that it has implemented correctly the requirements, thus offering an IT Service at the most effective way and respecting the confidentiality of the arrangements.