ISO 20000:2018 - IT Service Management:
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What is ISO 20000:2018?
ISO 20000:2018 is an internationally recognised standard for IT Service Management. It provides organisations with a structured framework to design, implement, maintain, and continually improve effective IT service delivery. ISO 20000 certification ensures that your IT services are reliable, efficient, secure, and aligned with both business needs and customer expectations.
Companies that achieve ISO 20000, and implement a robust IT service management system, become more dependable and resilient. They are better prepared to maintain service availability, minimise downtime, and ensure uninterrupted support to users. This strengthens customer trust, improves service quality, and enhances long-term business success.
Streamlined ISO Certification Services
To help you to focus on your business, the BGMC Client Portal keeps things simple and takes the pain points out of your ISO certification or training journey.
ISO Certification Made Simple
We facilitate ISO certifications in collaboration with internationally accredited certification bodies. With the BGMC Client Portal, clients can track project progress, monitor audit status, and stay informed at every stage of the certification process.
Independent ISO Auditing Services
BGMC provides independent ISO auditing services to assess conformity with international management system standards such as ISO 9001, ISO 14001, and ISO 45001. Our structured process ensures a smooth, efficient, and transparent certification journey for your organization.
Professional ISO Training
Our training programs are designed to build understanding of ISO standards, auditing principles, and compliance requirements, and process improvement, focusing on developing organizational change agents.
What are the benefits of ISO 20000:2018 certification?
Benefits for your business:
Improved IT service delivery, performance, and reliability
Enhanced customer satisfaction through structured and consistent IT service management
Increased operational efficiency and reduced service-related costs
Clearer service level agreements (SLAs) and stronger accountability across teams
Better risk management, quicker issue resolution, and fewer service disruptions
Higher staff engagement with defined roles, responsibilities, and service processes
Competitive advantage when bidding for contracts or attracting new clients
Compliance with internationally recognised IT service management best practices
Benefits for your customers:
Greater confidence in your organisation as a dependable IT service provider
Assurance of consistent, high-quality IT services delivered on time
Increased trust that service issues will be managed and resolved quickly
A proactive approach to preventing disruptions, leading to fewer complaints and improved user experience
Certification Process
Getting certification of your management system demonstrates your commitment to comply with the requirements of any internationally recognized management system.
ISO 20000:2018 FAQs
Below are some of the most frequently asked questions about ISO 20000:2018:
What is the latest version of ISO 20000?
The latest version is ISO/IEC 20000-1:2018, which sets out the requirements for establishing, implementing, maintaining, and continually improving an IT Service Management System (ITSMS). It replaces the previous 2011 version.
Is ISO 20000 certification right for my business?
ISO 20000 is ideal for any organisation that delivers IT services—whether internally or to external customers. If you want to improve service quality, reduce downtime, streamline IT operations, or enhance customer satisfaction, this certification is highly beneficial.
What types of businesses have ISO 20000 certification?
Companies from sectors such as IT services, software development, telecom, data centres, cloud providers, managed service providers (MSPs), banks, healthcare, and government IT departments commonly achieve ISO 20000 certification. Any organisation offering IT services can adopt it.
Is achieving ISO 20000 time-consuming?
The duration depends on your organisation’s size and existing processes. With proper planning and guidance, SMEs can implement ISO 20000 relatively quickly. Streamlined consultancy and digital support further reduce the overall time required.
What documents are required for ISO 20000 certification?
Key documents typically include:
IT Service Management System (ITSMS) manual
Service management policies
Service catalogue and SLAs
Incident, problem, and change management procedures
Risk management process
Service continuity and availability plans
Internal audit and management review records
Evidence of monitoring and continual improvement
What’s involved in the ISO 20000 audit process?
The audit is carried out in two stages:
Stage 1: Review of documentation, policies, and system readiness.
Stage 2: A detailed assessment of how well your IT service management processes operate in practice. Once requirements are met, the certification is issued and followed by annual surveillance audits.
How long does ISO 20000 certification last?
ISO 20000 certification is valid for three years, with yearly surveillance audits to ensure compliance and continual improvement.
Does my business need more than just ISO 20000?
Depending on your industry and service offerings, additional standards such as ISO 27001 (Information Security), ISO 9001 (Quality Management), or ISO 22301 (Business Continuity) may complement ISO 20000 and strengthen your overall management system.
Ready to Transform Your Business Operations?
Partner with our experts to improve efficiency, ensure compliance, and accelerate your digital transformation journey.
Whether you are looking to implement Lean Six Sigma practices, achieve ISO certifications, improve inspection and safety standards, or build a future-ready organization, our team provides practical, results-driven solutions tailored to your industry.
Our consultants bring deep expertise in operational excellence, quality management systems, risk assessment, and workforce development to help your organization achieve sustainable growth.
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- ISO certification guidance and auditing support
- Lean Six Sigma process optimization
- Inspection, safety & compliance solutions
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Ready to Transform Your Business Operations?
Partner with our experts to improve efficiency, ensure compliance, and accelerate your digital transformation journey.
Whether you are looking to implement Lean Six Sigma practices, achieve ISO certifications, improve inspection and safety standards, or build a future-ready organization, our team provides practical, results-driven solutions tailored to your industry.
Our consultants bring deep expertise in operational excellence, quality management systems, risk assessment, and workforce development to help your organization achieve sustainable growth.
What You Get
- Expert consultation tailored to your industry
- ISO certification guidance and auditing support
- Lean Six Sigma process optimization
- Inspection, safety & compliance solutions
- Digital transformation advisory