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ISO 20000-1 Certification


Commitment to excellent IT service management, achieving industry-recognized standards, operational efficiency, & delivering superior IT services: ISO 20000-1 Certification

What Is ISO 20000-1 Certification?

ISO 20000-1 is a comprehensive standard that establishes a set of requirements for the design, implementation, and continual improvement of IT services. It covers all aspects of IT service delivery, including service planning, continuity management, strategy, and design management.

It is an international IT service management standard that helps organizations achieve improved IT services through best practices and structured processes. By achieving the ISO 20000-1 documentation, your organization can demonstrate its commitment to quality, gain competitive advantage, and improve customer satisfaction.

It is also an important certification to have in the UAE as it shows that your organization has the necessary technical knowledge and experience to provide efficient IT services to customers. Plus, by meeting the requirements of ISO 20000-1, you can streamline your IT services for greater efficiency and reduced costs.

We, at Ascent EMIRATES, are widely recognized for our expertise in ISO certification across the UAE, including Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah. Additionally, we offer consulting and certification services in Oman and Saudi Arabia.

ISO 20000-1 Certification in Brief:

The current revision of ISO 20000-1 is ISO/IEC 20000-1:2018  which was published in 2018. This version replaced the previous updates, ISO/IEC 20000-1:2011. It was last reviewed and confirmed in 2023, and is thus the recent one. The 2011 version has 3 years to transition to the 2018 version. 

This standard helps organizations streamline and standardize their IT services. This certification is essential for ensuring that the services are consistently delivered in the UAE, Oman, and Saudi Arabia in line with international best practices.

Let us look at what this certification entails:

  • It guides the delivery of quality IT services and customer satisfaction, taking into consideration applicable laws in each country.
  • It outlines the requirements for managing services to meet customer expectations while providing a framework for continual improvement.
  • It defines roles, responsibilities, and processes required to maintain service delivery.
  • It outlines principles and processes to facilitate accountability and help ensure that customer requirement is met or exceeded.
  • It defines measurements and reporting systems to monitor the quality of ISO/IEC 20000-1 IT Service Management delivered.

What Kind Of Organizations Can Profit From The Standard?

ISO/IEC 20000-1 is great for any specialist organization, enormous or on the other hand whether small or large enterprises, that needs to ensure the service they render. It is generally utilized for IT services, facility management boards, and business administrations.

Whether you’re in an inner help internal or an outside specialist organization, ISO/IEC 20000-1 is the best practice structure you want to give seamless steady, and reliable assistance.

Here are some kinds of organizations that can profit from the standard:

  1. IT Companies: The standard is designed for ITSMs, and defines best practices that aid associations to make sure it is rendered high-quality service.
  2. Service Providers: Number of advantages for service companies like IT dept for the proof of the service quality.
  3. BPO and Cloud Services: It provides a system for delivering the highest quality IT services.
  4. Organizations seeking Competitive-Edge: Signifies association commitment to deliver highest-quality IT service.
  5. Associations focused on customer loyalty: Establishing clear service level agreement and implementing performance, it makes sure of IT service meeting customer’s satisfaction

ISO 20000-1 Standard Benefits:

ISO 20000-1 accreditation in the UAE provides numerous advantages for organizations in managing their IT services management. 

Some of them are:

  • Improves the quality and consistency of service 
  • Increases customer satisfaction and confidence 
  • Enhances communication and collaboration within IT teams 
  • Ensures legal and regulatory obligations are met 
  • It improves efficiency and production. 
  • Allows for ongoing improvement and innovation. 
  • Improves risk management abilities 
  • Assists with vendor selection and management 
  • Boosts marketability and competitiveness 
  • Offers a framework for measuring and assessing IT performance

ISO 20000-1 Certification Process:

If you are in the process of streamlining your IT services, you should consider getting an ISO 20000-1 Certificate. 

The following steps will lead you to obtain ISO 20000-1:

  1. Definition of an ITSM strategy and an IT administration index: In preparation for certification: definition of ITSM objectives, determination of IT service, and process of remedial activities
  2. Internal audit and the management survey: Coordination of the necessary assets and assortment of ideas for development to ITSM and IT Administrations
  3. Introductory communication: Assessment of the overall functional audit ability
  4. Level 1 audit: Rough investigation of audibility, archive survey, arranging the planning audit
  5. Level 2 audit: Itemized investigation of ITSM construction, cycles and documentation, estimation and assessment of process performance
  6. Post-review (if included): Assessment of inadequacy remedies from the principal review
  7. Monitoring and recertification audit: Certificate renewal following 1–3 years

Requirements of ISO 20000-1 Certification:

ISO/IEC 20000-1 requires organizations to have a well-documented framework and set of processes set up to manage the delivery of IT services. Specifically, it requires:

  • A Service Management System (SMS) that outlines the process and policies used within an organization when delivering customer-facing services
  • Records: Documentation and evidence that an SMS is being implemented properly, including customer feedback and reviews
  • Procedures: Processes must be documented to ensure they are followed consistently to meet customer expectations
  • Continuous Improvement: A process by which organizations review their current operations and make changes as needed to meet customer demands or achieve specific goals

Strengths of Ascent EMIRATES:

At Ascent EMIRATES, we believe that successful implementation of ISO 20000-1 requires not only technical expertise but also a deep understanding of business processes and operations. Here are the key strengths of Ascent related to ISO 20000-1 certified accreditation.

  • We have a deep understanding of this standard, and can provide you with the best solutions to meet your company’s needs.
  • We strive to ensure that all our solutions are tailored to meet your individual organization’s specific needs.
  • From initial consultations and audits to ongoing monitoring and reporting, our team will be there every step of the way.
  • We conduct regular audits to make sure your organization ITSM abides under compliance and continuous improvement
  • Provide training courses and resources to aid in understanding and implementation of the standard
  • We are globally recognized and accredited to certify associations to the certification

Ascent EMIRATES can help you get into ISO 20000-1 Certification in UAE, Oman, & Saudi Arabia, today! So, connect with our expert advisory team @ to learn more. Dial : +971-4-4558490 to avail Best Offers.

Frequently Asked Questions

Q1: How Long Does It Take to Obtain ISO 20000-1 Documentation in UAE?

The time it takes to obtain ISO 20000-1 documentation in UAE can vary based on factors such as organization size and readiness, but typically takes a few months.

Q2: What Are the Costs of ISO 20000-1 Accreditation in The UAE?

The cost of ISO 20000-1 accreditation in the UAE varies depending on factors such as the size of the organization, the scope of certification, and the certification body chosen.

Q3: How Frequently Is ISO 20000-1 Recertification Required in UAE?

ISO 20000-1 in UAE requires recertification every three years, subject to surveillance audits conducted annually to ensure compliance with the standard’s requirements.

Q4: Is It possible for Smaller Companies in UAE to Obtain ISO 20000-1 Documentation?

Yes, smaller companies in the UAE can obtain ISO 20000-1 accreditation as the standard applies to organizations of all sizes and types.

Q5: Is ISO 20000-1 Documentation Mandatory for Organizations in UAE?

While ISO 20000-1 accreditation is not a prerequisite for companies in the UAE, it is highly recommended for organizations that wish to improve their IT service management procedures and highlight their commitment to delivering excellent services to their prospects.


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