Framework Cloud & Government Authorization
ISO/IEC 20000-1:2018 is the international standard for a service management system (SMS). It sets requirements for how an organization plans, designs, delivers and improves IT and other services: service catalog and service level management, incident and problem handling, change and release control, capacity, continuity and availability, supplier management, and measurement and improvement.
It follows the same high-level structure as ISO 27001 and ISO 9001, so it is often certified alongside them.
Certification requires a documented SMS: scope, service management policy and objectives, a service catalog and SLAs, documented processes for each clause 8 area, records of incidents, changes and reviews, internal audit results and management review minutes. The auditor checks that the written processes exist, are followed and are measured.
Voluntary. IT service providers, managed service providers, outsourcers and internal IT functions adopt it when customers or tenders require a certified SMS, especially in public sector and telecom procurement. No statutory trigger.
SMS scope and service management policy; service catalog and SLAs; process documentation for incident, problem, change, release, configuration, capacity, continuity, availability and supplier management; risk and opportunity register; roles and competence records; service reports and SLA performance data; internal audit program and results; management review minutes; corrective action records; supplier agreements.
Where the requirement sits: ISO 20000-1 7.5 documented information
Document control layer.
AllyMatter publishes this site.
Assessors
An accredited certification body (registrar) operating under ISO/IEC 17021-1 with a scope covering ISO/IEC 20000-1, using ISO/IEC 20000-6 for its own competence requirements. Accredited by National accreditation bodies that are IAF MLA signatories, such as ANAB (US), UKAS (UK) and their peers.
Public register of assessors: https://www.iafcertsearch.org/
No firm has claimed a ISO 20000-1 assessor listing yet. Claim yours →
Consultants
Yes. ITSM and ISO consultants run gap assessments, write the SMS documentation, tune tooling (ticketing, CMDB) to the process requirements and prepare for the certification audit. Engagements typically run three to nine months before the Stage 1 audit.
Firms that name this framework in their own material. Listings we have not verified yet come from public filings and partner lists. Each firm can confirm its own.
Software
Tools that name this framework in their own material.
Independent third-party explainers, chosen by hand. Not affiliated with this site and not paid placements. All links are nofollow.
Need a hand implementing it?
Tell us what you need done and we will point you to firms that do this work. Your details go to a firm only when you choose it.
From the publisher
Approve the policies ISO 20000-1 asks for, keep every version, and record a named acknowledgment from each person who has to read them.