What is ISO 20000-1 : 2018 ITSM?

Standardization of IT Service Management and IT Governance. Develop standards, tools, frameworks, best practices, and related documents for IT Service Management and IT Governance, including areas of IT activity such as audit, digital forensics, governance, risk management, outsourcing, service operations, and service maintenance. Internationally recognized, ISO/ITSM 20000-1 is the best practice framework for a service management system that helps you to provide a consistent, reliable service. It supports you to embed a service lifecycle strategy into your organization – providing best practice guidance on how to manage your portfolio of services so they remain current and add value.

Benefits of ISO 20000-1 : 2018 ITSM Certification

Customer Satisfaction

Give customers confidence that their personal data/information is protected and confidentiality upheld at all times.

Business Continuity

Avoid downtime with the management of risk, legal compliance, and vigilance of future security issues and concerns.

Global Recognition as a Reputable Supplier

Certification is recognized internationally and accepted throughout industry supply chains, setting industry benchmarks for sourcing suppliers.

Legal Compliance

Understand how statutory and regulatory requirements impact your organization and its customers, whilst reducing the risk of facing prosecution and fines.

Improved Risk Management

Ensure customer records, financial information, and intellectual property are protected from loss, theft, and damage through a systematic framework.

Proven Business Credentials

Independent verification against a globally recognized industry standard speaks volumes.

Check out the ITMS Video

Who can be certified ISO 20000-1: 2018 ITSM?

ISO/ITSM 20000-1 is ideal for any service provider, large or small, who wants to provide assurance in the quality of the services they deliver. It’s commonly used for IT services, facilities management, and business services to help ensure effective and resilient services in today’s changing service delivery environment.

IT Services

Software Development

Design Services



Government Organizations

Research Foundation

Manufacturing Companies

Shipping Industry


Financial Services



Service Sector

Medical and Test Lab


Document required for ISO 27001 : ISMS

  • System Manual
  • System Procedure
  • Policy
  • Objectives
  • Mission & Vision
  • Standard Operating Procedure (SOP)
  • Checklist
  • Forms
  • Formats
  • Records

The extent of Documented Information differs as per:

  • Organization’s size
  • Activities performed by the organization
  • Processes undertaken by the Organization
  • Products and services offered by the organization
  • The complexity of processes undertaken
  • Competence of persons involved

Role of Shamkris and Process of ISO 20000-1 : ITSM Certification

Shamkris adopts a results-oriented approach to effective system implementation in the organization. A simple and practical method of system implementation helps organizations increase business efficiency and sustainability. Shamkris supports 100% documentation to obtain a certificate of success in addition to enhanced performance.

The implementation process is described below:

Day 1

GAP Analysis, Certification Body, Selection, Cost Estimates

• Finding the GAP between existing system related to ISO requirements
• Selecting the appropriate certification body
• Based on the scope of your business & certification body you choose

Week 1

Developing Documents

• Management System Manual, Management System Procedures, Policy, Objectives, Forms etc.
• Review of Standard Operating Procedures (SOP)

Week 4

Implementing Management System

• ISO Awareness training for the top management and staff
• Implementing a well-documented management system throughout the organization

Week 8

Internal Audit

• Internal audits identifying nonconformities related to ISO requirements
• Management Review Meetings
• Corrective and Preventive Action plan for nonconformities

Week 10

Certification Body
N-C Closing

• Shamkris acts on your behalf and assists you in the third-party audit
• Closing of any nonconformities identified by the certification body

Week 12

Certificate Issued

• ISO certificates issued for 3 years
• Surveillance Audits yearly

Year on Year

Yearly Compliance

• Support of Yearly documentation for audit

Achieving ISO 20000 certification can help your organization improve its services, create a framework for independent assessment and demonstrate an ability to meet customer requirements. It also gives your organization a competitive advantage, as it demonstrates your reliability and high quality of service.

An SMS supports the management of the service lifecycle, including the planning, design, transition, delivery, and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.”

ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes that form a service management system for the effective delivery of services to the business and its customers.