ISO 20000-1

Overview

ISO/IEC 20000-1 is the international standard for IT Service Management. It specifies requirements for an organization to establish, implement, maintain, and continually improve a Service Management System (SMS). The standard aligns with ITIL best practices and covers the full service lifecycle. CodeMiners' certification demonstrates our ability to deliver managed IT services through structured, auditable processes.

Governing Body

International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC)

Scope of Certification

Covers the planning, design, transition, delivery, and improvement of IT services. Includes service level management, capacity management, availability management, change management, incident management, and problem management.

Audit and Assessment Process

Certification requires a Stage 1 (documentation review) and Stage 2 (implementation audit) assessment by an accredited body. The SMS must demonstrate effective operation over a sufficient period. Annual surveillance audits and triennial recertification apply.

Key Requirements

1. Service catalogue and service level agreements
2. Capacity and availability management
3. Change management and release management
4. Incident and problem management procedures
5. Service continuity and information security management
6. Supplier management and contract governance

Compliance Entitlements

• ITIL-aligned IT service management framework
• Structured service design, transition, and delivery processes
• Continuous service improvement methodology
• Required for managed service and outsourcing contracts

Client Benefits

• Ensures CodeMiners delivers managed services through a certified, repeatable process
• Provides SLA-backed service delivery with defined escalation paths
• Aligns with ITIL, the industry standard for IT service management

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