ISO 20000-1 certification is an internationally recognized standard that outlines the implementation of a service management system (ITSMS). ISO 20000-1 aims to ensure effective management of IT services, which is crucial for organizations relying on information technology to support their business processes. It covers everything from planning and designing computer services to improving them over time. Every business can use this irrespective of their business size. In this blog, we will delve deeper into the principles and benefits of this certification.

Principle of ISO 20000-1 Certification


Leadership commitment is the basic thing to establish, implement, and maintain the (ITSMS) standards, aiding in achieving quality. Leaders are pivotal in setting the tone for the organization's dedication to service management excellence, fostering a culture of trust and integrity.

Engagement of People

The engagement of people at all levels is a cornerstone of ISO 20000-1, helping in successful business. This involves the employees in healthy communication, where everyone can communicate their needs, share their knowledge, and get experience. This fosters a culture where everyone is actively contributing to the success of the (ITSMS).

Process Approach

ISO 20000-1 adopts a process-based approach, emphasizing the need to understand and execute the activity. This helps to improve output efficiency, fostering a continuous improvement environment. This systematic method ensures a structured and efficient approach to service management.


Continuous improvement is a core tenet of ISO 20000-1. Organizations are encouraged to assess and enhance their ITSMS regularly by addressing non-conformities, conducting audits, and implementing corrective actions. This iterative process ensures the (ITSMS) evolves to meet changing needs and challenges.

Relationship Management

It is vital to maintain a relationship with the relevant or interested parties, such as suppliers, partners, customers, etc. ISO 20000-1 encourages effective communication and collaboration to align service management objectives with overall organizational goals.

Benefits of ISO 20000-1

Competitive Edge

Getting ISO certification in India provides a competitive advantage. It demonstrates that your organization is committed to delivering high-quality service. This helps to gain the trust of clients and stakeholders, aiding towards overall success. 

Compliance with the ISO Standards

Every business is required to adhere to international standards for IT service management. This fosters trust and credibility and encourages the organization to be a reliable and compliant partner.

Improved Customer Satisfaction

The focus on service quality and continual improvement inherent in ISO 20000-1 contributes directly to enhanced customer satisfaction. Satisfied customers are more likely to remain loyal and advocate for the organization.

Steps to Achieve Certification

  1. Gap analysis
  2. Documentation of policy, procedure, and process
  3. Implement the documentation
  4. Monitor and measure by conducting an internal audit
  5. Apply for ISO 20000-1 certification

Concluding Remarks!

ISO 20000-1 certification can be a wise investment for a business, regardless of size. Successfully implementing ISO certification in India requires commitment from leadership, active engagement of employees, and a continual focus on improvement. INTERCERT is an internationally recognized certification body that helps organizations to achieve certification. We offer audits, training, and certificates. Get in touch with us and avail certificates.