ISO/IEC 20000-1:2018
International Standard for Service Management
An international service-management standard that helps organizations plan, design, transition, deliver, and continually improve reliable services through a structured management system.
- Fast, structured delivery
- Clear and practical steps
- A consultant who understands your IT service management context
Does Your Organization Need ISO/IEC 20000-1:2018?
Your organization may pursue ISO/IEC 20000-1:2018 certification to:
- Meet tender and contract requirements
- Address customer or stakeholder requirements
- Strengthen readiness for new business and partnerships
- Build or improve your Service Management System (SMS)
- Increase confidence through a structured IT service management approach
Our team helps you understand what is required and define a practical approach for your organization.
Share your organization profile with us and we will explain the recommended next steps.
Why ISO/IEC 20000-1:2018?
An international service-management standard that helps organizations plan, design, transition, deliver, and continually improve reliable services through a structured management system.
By applying the standard or guidance, your organization can work toward:
Improve service efficiency
Standardize service-management processes and responsibilities to reduce friction and improve delivery.
Increase reliability
Strengthen incident, request, problem, change, availability, and service-level management.
Support service continuity
Build structured controls for service availability, continuity, suppliers, and operational resilience.
Drive continual improvement
Use objectives, performance measures, reviews, and improvement actions to raise service quality over time.
ISO/IEC 20000-1:2018 with Al Jadwa Al Raeda
You do not have to navigate the requirements alone
We start by understanding your organization and current IT service management practices, then define the gaps, priorities, and implementation roadmap.
Specialist support for your context
Work with a consultant who understands your sector and the practical requirements of Service Management System (SMS).
Clear, practical implementation
We simplify the requirements and focus on the controls, processes, and evidence that matter for your scope.
Structured delivery
We work to a clear plan based on your scope, maturity, priorities, and readiness.
Support through certification
We support assessment, implementation, review, and audit readiness through certification.
Scope-based pricing
The engagement is scoped around your organization, complexity, locations, and actual requirements.
Ongoing support
We can continue supporting your IT service management system after the initial implementation to maintain readiness and improvement.
How We Start
Share Your Organization Details
Tell us about your activities, size, locations, scope, current IT service management practices, and any customer or regulatory requirements.
Assess Requirements & Gaps
We review your current state, scope, risks, processes, and evidence to identify priorities and gaps.
Implement the System
We develop and implement the required framework, policies, processes, controls, records, and improvement actions.
Prepare for Audit
We conduct readiness reviews and internal audit activities and help close findings before the certification audit.
Achieve Certification
After meeting the requirements and successfully completing the certification audit, the certificate is issued by the selected certification body.
Ongoing Support
We continue supporting your organization based on its needs to sustain and improve the IT service management approach.
Is Your Organization Ready for ISO/IEC 20000-1:2018?
You do not need to know every requirement before you start.
Share your organization profile and current IT service management situation, and we will clarify:
- What is required
- Implementation steps
- Expected timeline based on readiness
- A scope-based cost estimate
Sectors We Serve
We support organizations across different sectors in applying ISO/IEC 20000-1:2018 and preparing for certification, including:
IT & Managed Service Providers
Government & Public Sector
Banking & Financial Services
Telecommunications
Data Centers & Cloud Services
Healthcare
Enterprise IT Departments
Outsourcing & Support Providers
Other Sectors
The appropriate scope depends on your organization, activities, locations, risks, processes, and interested parties—not on sector alone.
Frequently Asked Questions about ISO/IEC 20000-1
What is ISO/IEC 20000-1 certification?
It is certification of a Service Management System (SMS). An independent certification body assesses the defined management-system scope against the applicable requirements of ISO/IEC 20000-1:2018.
Is ISO/IEC 20000-1 suitable for different organizations?
Yes. The standard can be applied to organizations of different sizes and sectors, with the scope tailored to activities, processes, risks, locations, and relevant requirements.
How long does certification take?
The timeline depends on organization size, scope, number of locations, system maturity, complexity, and current readiness. A more accurate estimate can be provided after an initial assessment.
Do we need an existing IT service management system before we start?
No. We can begin from your current state, identify gaps, and develop the Service Management System (SMS) in a practical sequence.
Do we need a specific software tool?
No specific software product is required. The important point is that your processes, controls, records, and evidence support the management system and its defined scope.
Can it support tenders and customer requirements?
ISO/IEC 20000-1 may be requested in some tenders, contracts, supplier programmes, or customer requirements. The specific requirement should always be checked for the opportunity you are targeting.
Do you provide support after certification?
Yes. Ongoing support can be provided based on your organization’s needs to maintain readiness and continual improvement.
Ready to Get Started?
Turn IT service management into a structured, auditable management system
Share your organization profile with us and we will explain the recommended scope, steps, and expected timeline.
Al Jadwa Al Raeda — supporting you from the first assessment through certification and beyond.