ISO 20000-1:2011

Certification Profile

IT service organizations and IT departments in organizations with complex IT structures rely on ISO 20000-1 to demonstrate their service quality.

Deliver customer oriented IT services – adhere to standards – optimize IT processes

It provides evidence of cost-efficient and reliable IT service management (ITSM) to internal as well as external customers.

The standard is based on the IT Infrastructure Library’s (ITIL®) Best Practice approach.

While ISO 20000-1 specifies the requirements for IT service management, ITIL uses Best Practices to describe a systematic, professional approach to the management of IT services.

IT Service Management Step by Step

The “easy approach” to an IT service management system

For companies that want to take the implementation of a comprehensive IT service management system one process at a time, DQS offers an interesting alternative: customized assessments of individual processes. The key: each company selects which of their processes they want to have audited. Partial assessments of this kind can be used in preparation for a comprehensive certification at a later time.

As a result, customers receive a Declaration of Conformity for the processes audited according to ISO 20000-1.


  • Competitive advantages, because customers can be offered measurable and controllable service quality on the basis of SLAs
  • From this, Operational Level Agreements (OLA) can be defined. They provide the basis for the reliable and cost-efficient delivery of IT servicess