ISO 20000 Certification — IT Service Management

Deliver high-quality IT services with standardized processes.

Who this standard is for

IT service providers and internal IT functions that need to demonstrate managed, measurable service delivery rather than best-effort support.

Sectors that most often certify

Managed service providers
Software and SaaS
Government IT
Telecommunications
Outsourcing

What the standard requires

A service catalogue and agreed service levels that are actually reported against
Incident, problem and change management operating as distinct disciplines
Capacity and availability management informed by real data
Service continuity arrangements proportionate to the service commitments
Supplier management for services delivered through third parties

Evidence auditors typically ask for

Service catalogue and signed service level agreements
Service level reports over the certification period, including breaches
Change records with approvals, testing and back-out plans
Problem records showing root cause analysis, not just repeated incidents
Capacity plans and availability data

Common pitfall: Logging every change as an emergency change to bypass approval. The ratio of emergency to normal changes is one of the first things examined.

How certification works

Choose the standard and scope
The scope statement decides what the certificate actually covers, so it is worth getting right before anything else. It names the activities, and the sites, that are being certified.
Submit your documentation
Your management system documentation is reviewed against the standard. Gaps are identified at this point rather than during the audit, which is where most delays otherwise occur.
Stage 1 audit
A readiness review. The auditor confirms that the system is documented, that internal audits and management review have taken place, and that you are ready to be assessed against practice.
Stage 2 audit
The implementation audit. The auditor tests whether the system described is the system being operated, by examining records and interviewing the people who do the work.
Certification and surveillance
Once any findings are closed, the certificate is issued and listed for verification. Certificates run on a three-year cycle with annual surveillance audits to keep them valid.

Pricing

Annual certification	Three-year term
$1,900 / AED 6,978 per year	$5,130 total for three years

Published prices, billed as a subscription. Certifying more than one standard together reduces the combined price. Final scope may affect the price where multiple sites or high headcount are involved.

Accreditation and verification

What gives a certificate its value is the body standing behind it. A certificate issued by a body accredited by an International Accreditation Forum member is listed on the IAF CertSearch global registry, where any client or procurement team can confirm it in seconds. Always ask which accreditation body sits behind a certificate, not just who issued it.

Frequently asked questions

How long does ISO 20000 certification take?

It depends on how ready your management system is and on the scope being certified. Once documentation is complete and reviewed, the two audit stages usually move quickly — gaps found at Stage 1 are the most common cause of delay.

Is ISO 20000 certification internationally recognised?

A certificate issued by a body accredited by an International Accreditation Forum member is internationally recognised, and anyone can confirm it on the IAF CertSearch global registry.

How long does the certificate stay valid?

Certificates run on a three-year cycle, subject to passing an annual surveillance audit. If surveillance is not carried out, the certificate can be suspended or withdrawn before the cycle ends.

Do we need a consultant?

Not necessarily. Many organisations prepare their it service management system in-house, particularly where processes are already documented. A consultant helps when time is short or the scope is complex, but is not a requirement for certification.