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Certification acc. to ISO 20000

The Standard for IT Service Management ISO/IEC 20000, part 1, is made up of nine segments, which are oriented towards the proven contents of the IT Infrastructure Library (ITIL):

ISO 20000_2011

  • Scope
  • Normative References
  • Terms and Definitions
  • Service Management System General Requirements
  • Design and Transition of New or Changed Services
  • Service Delivery Processes
  • Relationship Process
  • Resolution Processes
  • Control Processes


A management system acc. to ISO 20000 excels by a structured procedure, management responsibility for planning, steering and controlling as well as compulsory documentation of responsibilities and processes. Similarly to other ISO Standards, periodic measurement of the extent to which the objectives and targets are achieved and continual improvement are among the basic requirements.


The contents can be implemented easily:
Basically the target groups for this Service Management Standard are all companies
providing IT services. Thanks to scoping, the standard also is usable for IT Departments.


The advantage of the ISO 20000 Standard is its clarity:
ISO 20000-1:2011 - 26 pages
ISO 20000-2:2012 - 85 pages


Procedure from implementation to the Certificate:

  • establishing processes conforming to ISO 20000
  • conducting assessments
  • applying for certification
  • preliminary talk and planning
  • pre-audits
  • Certification Audit


>> Certification procedure in detail


CIS - Certification & Information Security Services GmbH T +43 (0)1 532 98 90 office@cis-cert.com