ISO/IEC 20000-1 Management System Certification: a system designed to guarantee the high quality of IT services

ISO/IEC 20000-1 "Information Technology - Service Management - Part 1: Service management system requirements" defines the requirements that a service provider must meet in order to provide high-quality IT services.

The purpose of the standard is to help IT service providers to improve the quality of the service they offer.

Certification to ISO/IEC 2000-1 issued by a third-party body provides a guarantee that the certified company has put in place all the necessary measures to deliver high-quality IT services, in order to meet the expectations of its users.

ISO/IEC 20000-1 is particularly recommended for providers of IT services both inside and outside the organisation, such as, for example, providers of outsourced IT services, in telecommunications, financial activities and public administration. The standard is applicable to all organisations, whether large, small or medium, with IT structures of varying degrees of complexity.

ISO/IEC 20000-1

The standard specifies the requirements for the service provider to plan, establish, implement, run, monitor, review, keep up to date and improve a service management system (SMS). The requirements include the design, transition, delivery and improvement of the services to meet the service requirements.

In particular, the process of certification of IT Service Management Systems (ITSMS) to ISO/IEC 20000-1 requires assessment of the following:

  • IT Service Management Policy;
  • Scope of application and objectives of the IT Service Management System;
  • Definition of roles and responsibilities;
  • General service management plan;
  • Service catalogue;
  • Supply chain to deliver the service, or diagram of dependencies between the processes required by the standard and any supplier (outsourcer) involved in providing the service;
  • Structure of service delivery SLAs;
  • Procedures prescribed by the reference standard;
  • Assessment and periodic review of the ITSMS adopted.


The benefits of ISO/IEC 20000-1 certification

ISO/IEC 20000-1 certification demonstrates that an organisation is equipped with an IT Service Management System and is able to deliver its services advantageously by systematically ensuring compliance with the Service Level Agreements (SLAs) entered into with its customers.
The standard enables organisations that decide to adopt it, to benchmark their service delivery capacity by measuring their service levels and assessing their performance.
In particular, ISO/IEC 20000-1 certification:

  • is a distinctive feature that can help win new customers and a qualification used by procurement departments in the selection and effective management of IT service providers;
  • guarantees that the principles universally recognised as Best Practices (e.g. ITIL) are applied;
  • ensures an approach that is harmonised with any ISO 9001, ISO/IEC 27001 certifications obtained
  • ensures effective control and continuous improvement of the entire complex of IT service management;
  • promotes relationships of trust with customers, partners, public bodies, credit companies and shareholders;
  • promotes the development of relations between different business divisions, according to an internal customer model;
  • improves the efficiency and effectiveness of IT services by means of internal and external audits;
  • can reduce the number of second-party audits, i.e. audits by your customers, that your company is subject to, thus reducing costs.

Why opt for CSQ ISO/IEC 20000-1 certification from IMQ?

  1. IMQ is a certification body accredited by ACCREDIA to issue certificates in accordance with ISO/IEC 27001 in all sectors corresponding to international classification EA (European Cooperation for Accreditation).
  2. IMQ is the only Italian body with an overall vision of ICT quality and security issues, making its coherent operating model unique in the field.
  3. The IMQ/LPS laboratory is ISO/IEC 17025 accredited as: an IT security assessment centre and IT security testing laboratory
Certification for CSQ schemes is awarded to organisations that operate in accordance with the applicable standards. Certificates are valid for three years. The audits are planned on the basis of the customer’s requirements and in accordance with international standards. After the award of the certificate, the organisation undergoes periodic audits and an overall system review every three years. The auditors make on-site visits to organisations to analyse their ability to plan and manage their business processes. Management system certification is the endorsement enjoyed by organisations that have chosen to equip themselves with efficient management systems and suitable skills and structures, aimed at continuous improvement. And the higher the prestige of the awarding body, the higher the value of the guarantee. Equipped with state-of-the-art technology, our laboratories have full capability to put products through all the checks required by the major European directives and international standards. The certifications issued by IMQ are synonymous with trust. They guarantee safety, performance, efficiency and quality standards. More than 10,000 companies have turned to IMQ to certify their products and stand out on the market. Notified body for the main EU directives, IMQ offers tests and CE certifications to assess the conformity of the products to the requirements required to be marketed on the European market. Inspections and audits validate the conformity of electrical installations, equipment, supplies and services with the applicable technical and legislative specifications.