Auditors who know service management
Our auditors understand IT service management as it is actually practised, so the assessment tests whether your services are genuinely well managed, not merely well documented.
ISO 20000-1 Certification
IT service management,independently certified.
There is a difference between an IT function that runs on process and one that runs on firefighting. One delivers consistent, reliable service that customers can depend on. The other lurches from ticket to ticket, holding things together through individual effort. ISO 20000-1 is the international standard that marks the difference.
What it proves
A managed service, not a promise.
IT Service Management System
ISO 20000-1 sets out the requirements for an IT Service Management System, known as an ITSMS: the framework through which an organisation plans, delivers, and continually improves the IT services it provides. It draws on long-established service management good practice and turns it into something an organisation can be independently assessed against.
Certification proves that your IT services are designed and delivered deliberately, with defined processes for the things that matter, how incidents are handled, how changes are made without breaking what works, how service levels are agreed and met, and how problems are resolved at the root rather than patched repeatedly. For a customer choosing an IT or managed service provider, an ISO 20000-1 certificate is independent evidence that they are buying a managed service, not a promise.
Providers & internal IT
Who it is for
Organisations whose business is delivering IT services.
ISO 20000-1 is especially relevant to organisations whose business is delivering IT services. IT and software companies, managed service providers, and IT-enabled services firms use it to prove to clients that their service management is mature and reliable, which is increasingly what enterprise buyers demand before they commit. Banking and financial services organisations, with their heavy reliance on stable, well-run technology, use it to demonstrate that their IT operations meet a recognised standard. Any organisation running significant internal IT services can use it to bring discipline and consistency to how those services are delivered.
Where clients depend on your technology working, and working consistently, ISO 20000-1 is how you show that dependability is built in rather than hoped for.
The certification process
A clear, two-stage audit, then a three-year cycle.
Certiva Global certifies ISO 20000-1 through a clear, two-stage audit, because service management is a discipline you sustain, not a milestone you pass once.
Compliant with ISO/IEC 17021-1
01
Stage 1
Our auditor reviews the design of your IT service management system, confirming that the core service management processes are defined and in place.
02
Stage 2
Our auditor gathers evidence that those processes operate in practice, examining how you handle incidents, changes, service levels, and problems day to day. If the evidence supports certification, the certificate is issued.
03
Surveillance & recertification
Certification runs on a three-year cycle, maintained by surveillance audits, normally annual, with recertification at the end, because service management is a discipline you sustain, not a milestone you pass once.
How it fits
Built to sit alongside your other standards.
ISO 20000-1 shares its high-level structure with standards such as ISO 9001 for quality and ISO 27001 for information security, which means it integrates cleanly alongside them rather than duplicating work.
The overlap with information security is particularly natural: well-run IT service management and well-run information security reinforce each other, since disciplined change and incident management is itself a security control. Organisations that hold more than one of these standards can manage them together, and Certiva Global can assess them in a coordinated way where that suits your organisation.
One coordinated audit
ISO 20000-1
IT Service Management
Defined processes for incidents, changes, service levels and problems, so IT is delivered as a managed service.
ISO 27001
Information Security
The information security management system that governs how you protect data and treat security risk.
Disciplined change and incident management is itself a security control, which is why these two reinforce each other rather than compete for effort.
Why Certiva Global
Genuinely well managed, not merely well documented.
Certiva Global is an independent international certification body based in Hyderabad, serving organisations worldwide and operating in compliance with ISO/IEC 17021-1.
We assess and certify only
We do not run your IT or design your processes, and that independence is what gives your certificate its credibility with the clients who rely on your service.
A discipline you sustain
Certification runs on a three-year cycle with annual surveillance, so what your clients see is service management that holds up over time, not a milestone you passed once.
To begin, request a no-obligation scoping discussion with our technical team.
Questions
Frequently asked questions
ISO 20000-1 certification is independent confirmation that your organisation operates an IT Service Management System meeting the international standard. It proves your IT services are delivered through defined, managed processes for incidents, changes, service levels, and problems, rather than on an ad hoc basis.
Organisations that deliver IT services, including IT and software companies, managed service providers, and IT-enabled services firms, as well as banking and financial services organisations and any organisation running significant internal IT services.
An ISO 20000-1 certificate is valid for three years, maintained through annual surveillance audits, with recertification at the end of the cycle.
Keep exploring
Dependable IT is more than one discipline.
Ready to begin your certification journey?
Get a transparent, no-obligation scoping discussion with our technical team.