ISO/IEC 20000-1:2018 is the international standard for IT Service Management (ITSM). It provides a globally accepted framework for planning, establishing, implementing, operating, monitoring, reviewing, and improving an effective IT service management system (SMS).
This standard is aligned with ITIL (Information Technology Infrastructure Library) best practices and supports organizations in delivering reliable, consistent, and high-quality IT services to both internal and external customers.
ISO 20000 is applicable to all organizations — regardless of size or industry — that provide IT services, either as internal service providers or as part of outsourced contracts.
Key Objectives of ISO 20000-1:2018
- Ensure consistent and effective delivery of IT services
- Improve service quality, reliability, and performance
- Align IT services with business and customer needs
- Promote continual service improvement and accountability
- Enable effective integration with other management systems (e.g., ISO 9001, ISO 27001)
Key Elements of ISO/IEC 20000-1:2018
- Service management policies and objectives
- Service portfolio and service delivery planning
- Incident, problem, and change management
- Service continuity and availability
- Supplier and relationship management
- Performance evaluation and continual improvement
Benefits of ISO/IEC 20000-1:2018 Certification
- Enhances the credibility and professionalism of IT service providers
- Increases customer satisfaction through reliable service delivery
- Improves operational efficiency and responsiveness
- Supports compliance with service-level agreements (SLAs)
- Reduces risks related to IT service failure or disruption
- Strengthens competitiveness in both public and private sector contracts
ISO 20000 with NKS Enterprises UK
At NKS Enterprises UK, we provide complete consulting, implementation, and certification support for organizations pursuing ISO/IEC 20000-1:2018. Whether you’re an IT outsourcing company, cloud services provider, software firm, or internal IT department, our expert team will guide you through every step of your IT service management journey.
From gap analysis and policy development to employee training, process improvement, and audit readiness, we help you build a compliant, efficient, and customer-focused IT service environment.