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ISO IEC20000 1

ISO/IEC 20000-1

Management System of Information Technology Services. Specification for Service Management

The ISO/IEC 20000-1 standard sets out the requirements needed for an organization to provide their services with an acceptable level of quality for their customers (internal or external). It is fully aligned with the process management approach determined by the IT Infrastructure Library (ITIL) of the Office for Government Commerce (United Kingdom).

The ISO/IEC 20000-1 standard is applied to organizations that are looking to improve their services, that require a consistent approach for all service providers across the supply chain, and that want to demonstrate their ability to provide services in accordance with customer requirements.

APCER is accredited by IPAC – ‘Portuguese Accreditation Institute’, for the delivery of certification services in accordance with the ISO/IEC 20000-1 Information Technology Service Management benchmark.


The scope of the standard includes:
  • Requirements for a management system;
  • Service management planning and implementation;
  • Planning and implementation of new services or service alterations;
  • Service delivery process;
  • Relationship processes;
  • Resolution processes;
  • Monitoring processes;
  • Release processes.
The main benefits of the implementation and subsequent certification in accordance with this benchmark include:

Service direction;

Guaranteed delivery in accordance with the agreed requirements and levels of service: availability and performance;

Reduction of operational risk exposure;

Compliance with contractual requirements;

Demonstration of the quality of IT services;

Increased confidence in the services provided for customers and the market.

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