ISO 20000-1

ISO 20000-1:2018 is the internationally recognized standard for IT Service Management Systems (ITSMS). It provides a framework for establishing, implementing, maintaining, and continually improving a service management system. This certification enables organizations to ensure that their IT services are aligned with business needs and delivered effectively, consistently, and securely.

At Quality Asia, we offer ISO 20000-1 certification services to IT-driven businesses across sectors that seek to demonstrate their commitment to world-class service delivery and continual improvement.

65% Cost Reduction

60% Sustainability

80%

Customer Attraction

60%

Increase Your Competitive Edge

What is ISO 20000-1?

ISO 20000-1 is the global standard for IT service management. It defines the requirements for an organization to establish an effective ITSMS that supports the design, transition, delivery, and improvement of services that fulfill agreed service requirements. The standard is compatible with ITIL and other service management frameworks, making it adaptable for all types of IT service environments—whether internal or external.

Certification to ISO 20000-1 ensures that the organization's IT service processes are well-structured, measurable, and managed efficiently, leading to improved service delivery and customer satisfaction.

Why is ISO 20000-1 important?

In today’s digital-first environment, IT services are the backbone of business continuity. Clients, stakeholders, and regulatory authorities expect robust IT service frameworks that minimize downtime, mitigate risks, and deliver quality. ISO 20000-1 certification:

  1. Builds trust among clients by demonstrating compliance with international IT service management standards.
  2. Shows accountability in incident, problem, and change management processes.
  3. Positions your organization as service-reliable and process-mature in competitive markets.
  4. Helps meet tender, contract, and regulatory compliance requirements.


What are the benefits of ISO 20000-1?

Improved Service Delivery: Structured processes lead to faster response times, reduced service disruptions, and higher quality of service.

Greater Customer Satisfaction: Better-managed services mean higher reliability and consistency, improving the end-user experience.

Operational Efficiency: Eliminates redundancy, optimizes workflows, and reduces costs through clearly defined processes.

Stronger Governance and Risk Management: Enables proactive issue identification, risk control, and performance tracking.

Continuous Improvement: Encourages ongoing service enhancements and innovation through regular monitoring and evaluation.

What kind of businesses can benefit from ISO 20000-1?

Enhances Business Credibility – Demonstrates your organization’s ability to deliver reliable, high-quality IT services that meet international standards.

Increases Market Opportunities – Many clients, especially large enterprises and government bodies, prefer or mandate ISO 20000-1 certified vendors.

Improves Client Retention – Structured service management leads to higher satisfaction, loyalty, and repeat business.

Supports Regulatory and Contractual Compliance – Meets client, industry, and government requirements more efficiently.

Strengthens Competitive Advantage – Sets your brand apart by showing a proactive approach to quality and service excellence.

Boosts Internal Efficiency – Clear roles, defined processes, and continuous monitoring reduce operational errors and costs.

Facilitates Global Expansion – Recognized internationally, ISO 20000-1 helps you build trust in global markets.

Drives Continuous Improvement – Fosters a culture of innovation and accountability across service functions.

Top Tips on making ISO 9001 effective for you.

#1

Top management commitment while practicing and accomplishing the standard is the key to success.

#2

Keeping staff informed about the ongoing practices, a well-communicated plan would increase the motivation and zeal of working in them.

#3

Making sure that the various departments of the organization work as a team for the benefit of the organization and customers as well.

#4

Review systems, policies, processes, and procedures for a smooth working of QMS.

#5

Speaking to customers & suppliers while getting feedback & working on improvements.

#6

Training staff carrying out the internal audits with the opportunity for improvement.

#7

Celebrate your achievement and use the QualityAsia Assurance Mark on your literature, promotional material, and website.

#8

Ensure continuous improvement by regularly reviewing and updating your quality management practices.

#9

Promote a culture of quality by encouraging innovation, accountability, and employee involvement at every level of the organization.

Why QualityAsia?

QualityAsia always vanguard in the auditing and governing of internationally acclaimed standards practices. At QualityAsia, we focus on driving the success of our clients through creating excellence with our trained professional auditors. The content of our service provision, comply with international certification rules defined by the accreditation bodies without burning a hole in your pocket. We will take you through the journey of audits with our best kept audit practices, viz.:

Initial Certification – Stage 1 (Preparatory Phase)
  • Thorough documented information review.
  • Exchange of information with staff through online or onsite presence.
  • Identification of key performances, processes & objectives as per the standard requisites.
  • Analysis of facilities, infrastructure, systems and processes in regard with the requested certification scope with a resource allocation review.

Initial Certification – Stage 2 (On-site Audit)
  • Measurement, reporting & reviewing the performances against key performances objectives.
  • Reviewing the suitability of the system meeting the legal, regulatory & contractual requirements.
  • Operational control of processes, internal audits & management reviews while understanding the responsibilities for the policies.
  • Conclusion based on prescriptive requirements, policy, performance objectives, staff skill, operations, procedures, internal audits, etc.


    Surveillance & Certification Renewal

    Drawing out the scrutiny on various aspects of the previously done audits on effectiveness while reviewing the various processes and control of the operations in the QMS and finally going for the recertification.

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