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ISO/IEC 20000-1 IT Service Management System (SMS) is an internationally recognized standard that helps organizations plan, deliver, manage, and continually improve their services through a structured management framework.
Proks Certification is a TÜRKAK-accredited management systems certification body with over 20 years of industry experience. We provide ISO 20000-1 certification services in Izmir, Manisa, Aydin, throughout the Aegean Region, and across Türkiye, within our applicable accreditation scope.
As organizations become increasingly dependent on information technology, effective management of IT infrastructure, software services, cloud platforms, and technical support processes becomes essential.
The ISO 20000-1 standard establishes requirements for planning, designing, transitioning, delivering, and improving services to meet agreed requirements and create value for customers and users.
An ISO 20000-1 certificate demonstrates that an organization's service management system has been independently assessed and certified against the requirements of ISO/IEC 20000-1.
During the ISO 20000-1 certification process, service management policies, service levels, customer and supplier relationships, incident and problem management, change management, service continuity, and continual improvement activities are assessed.
Following successful audits and a positive independent certification decision, an appropriately accredited certification body may issue an ISO 20000-1 certificate.
Certification demonstrates conformity with the applicable management system standard. It does not guarantee uninterrupted services or the elimination of all technical issues.
ISO/IEC 20000-1:2018 is the current published main edition of the Service Management System standard. The ISO/IEC 20000-1:2018/Amd 1:2024 amendment addresses climate change considerations within the management system context.
Key requirements include:
Establishing service management policies and objectives
Managing service portfolios and service catalogues
Defining and monitoring service level agreements
Establishing incident and service request management processes
Identifying and managing recurring service problems
Controlling changes, releases, and deployments
Planning service availability and continuity
Managing capacity and performance requirements
Addressing information security and supplier relationships
Monitoring service performance and implementing continual improvement
ISO 20000-1 does not prescribe a specific IT service management software product. Organizations can implement suitable processes and tools according to their service requirements.
For official information, visit the ISO/IEC 20000-1 standard page.
ISO/IEC 20000-1 and ITIL (Information Technology Infrastructure Library) are complementary approaches to service management.
ISO 20000-1 establishes internationally recognized requirements for a certifiable service management system. ITIL provides guidance and practices for managing IT-enabled services.
While organizations can obtain certification against ISO/IEC 20000-1, ITIL is not an equivalent organizational management system certification standard.
Organizations may use ITIL practices to support implementation of a service management system that meets ISO 20000-1 requirements.
Organizations seeking ISO 20000-1 certification should identify their services, define the service management system scope, and establish processes that meet the applicable standard requirements.
The general certification process includes:
Certification Application: Reviewing organizational activities, workforce, service types, locations, and requested certification scope.
Application Review and Quotation: Evaluating service management system characteristics and applicable audit requirements.
Stage 1 Audit: Reviewing service management documentation, policies, processes, and certification readiness.
Stage 2 Audit: Assessing service level management, incident and problem management, change control, service continuity, and conformity with ISO 20000-1 requirements.
Certification Decision: Reviewing audit findings and any required corrective actions before making an independent certification decision.
Surveillance and Recertification: Assessing continued conformity and effectiveness through applicable surveillance and recertification audits.
The duration and scope of certification may vary depending on organizational size, number of locations, service complexity, and management system scope.
ISO/IEC 20000-1 can be applied to organizations of different sizes seeking to improve their service management practices.
Common application areas include:
Software Companies: Managing application support, software maintenance, and customer service operations
IT Service Providers: Improving technical support, IT operations, and service delivery processes
Cloud Service Providers: Managing cloud services, availability, and service commitments
Data Centers and Hosting Companies: Improving capacity, incident management, change control, and service continuity
Managed Service Providers: Managing outsourced IT services and customer requirements
Telecommunications Companies: Improving technical services and operational processes
Financial Institutions: Managing internal IT services and critical technical support
Healthcare Organizations: Improving management of healthcare information systems and IT support
Manufacturing Companies: Supporting the reliability of IT services used in industrial operations
Public Institutions: Strengthening service quality and performance management within IT departments
ISO 20000-1 certification for software companies and IT service providers supports independent assessment of their service management systems against international requirements.
ISO 20000-1 Service Management Systems and ISO/IEC 27001 Information Security Management Systems address complementary aspects of IT management.
ISO 20000-1 focuses on service planning, delivery, performance, and improvement. ISO 27001 focuses on information security risks and the protection of information assets.
For software developers, cloud service providers, and data center operators, both service quality and information security are important considerations.
Implementing these standards together may support more consistent and integrated management of IT services and security processes.
For additional information, visit our ISO 27001 Information Security Management System page.
Effective implementation and certification of an ISO 20000-1 Service Management System can help organizations:
Manage IT services more systematically
Improve service quality and customer satisfaction
Monitor service level requirements more effectively
Strengthen incident and problem management
Reduce recurring service issues
Improve change and release management
Support service availability and continuity
Clarify responsibilities within technical teams
Improve the use of IT resources
Manage service-related costs more effectively
Strengthen customer and supplier relationships
Improve organizational credibility and service performance
Establish a culture of continual improvement
Actual improvements depend on the organization's service environment and implementation effectiveness. ISO 20000-1 certification does not guarantee specific cost reductions or uninterrupted service delivery.
As a management systems certification body based in Izmir, Proks Certification provides service management system certification services throughout the Aegean Region and Türkiye.
We provide ISO 20000-1 certification in Izmir for software companies, IT service providers, technology businesses, and internal IT departments seeking independent assessment of their service management systems.
Our certification activities include application reviews, certification audits, and ongoing surveillance in accordance with applicable requirements.
Our ISO 20000-1 certification services in Manisa support industrial companies, technology businesses, and internal IT service providers in assessing service management processes against international requirements.
We provide ISO 20000-1 certification in Aydin through independent assessments of service management policies, technical support processes, service levels, and management system implementation.
Certification activities are conducted in accordance with applicable standards and accreditation requirements.
ISO 20000-1 certification costs depend on organizational size, workforce, service portfolio, number of locations, management system complexity, and required audit duration.
Therefore, ISO 20000-1 certification prices in Izmir, Manisa, and Aydin may vary according to each organization's characteristics and audit requirements.
The cost of establishing a service management system or improving IT infrastructure may be separate from independent certification audit costs.
Proks Certification reviews application details and relevant accreditation requirements to prepare appropriate certification quotations.
For more information about ISO 20000-1 certification in Izmir, Manisa, or Aydin, contact Proks Certification.
With over 20 years of industry experience, qualified auditors, and impartial assessment practices, we provide professional service management system certification services within our applicable accreditation scope.
Explore our Management Systems Certification services or review our Accreditations for information about accredited certification activities.