ISO/IEC 20000-1:2018 — IT Service Management
For IT service providers and managed service companies.
Overview
ISO/IEC 20000-1:2018 is the international standard for IT service management systems (SMS). It covers service level management, incident and problem management, change control and continual service improvement. It aligns with ITIL practices and is often combined with ISO/IEC 27001.
Benefits
- Reliable IT servicesIncidents, changes and service levels are managed in a controlled way.
- Happier usersAgreed SLAs and faster resolution of issues.
- Win outsourcing contractsA recognised requirement for IT service providers and managed services.
- Lower IT costsFewer outages and repeated problems.
- Works with ITIL and ISO 27001Aligns with familiar IT good practice.
Who needs it
IT service providers, managed service and cloud companies, data centres, internal IT departments and outsourcing providers serving corporate or government clients.
How the process works
- Create your account and submit the online application.
- Upload the required documents.
- Our team reviews your application and schedules the assessment.
- Any findings are recorded and you respond online.
- An authorized person makes the certification decision.
- Your certificate is issued with a unique number and QR code, and appears in your portal for download.
Required documents
You'll upload these in your portal. Accepted formats: pdf, jpg, jpeg, png, doc, docx, xls, xlsx (max 10 MB each).
Frequently asked questions
Who can apply for ISO/IEC 20000-1:2018 — IT Service Management?
IT service providers, managed service and cloud companies, data centres, internal IT departments and outsourcing providers serving corporate or government clients.
How long does ISO/IEC 20000-1:2018 — IT Service Management take?
Typically 2–6 weeks once a complete application and all required documents are received. The actual time depends on how quickly documents and any corrections are provided and on assessment scheduling. You can follow every step live in your client portal.
Which documents are required?
The main documents are: Company registration certificate (SECP / partnership deed); NTN certificate; Organization chart; List of products / services; Existing management system manual (if any). You upload them securely in your portal, and our team tells you if anything needs to be replaced.
How long is the certificate valid?
The certificate is normally valid for 3 years, subject to satisfactory surveillance where applicable. You receive renewal reminders before it expires.
How can I track my application?
Create a free account, submit the online application and upload your documents. Your portal shows the live status, messages from Pak CA, the expected completion date and any documents that need attention.
How can a customer verify my certificate?
Anyone can enter the certificate number on the Verify page of this website, or scan the QR code on the certificate, to see its current status, first issue date, last renewal and expiry.
Can Pak CA help with renewal?
Yes. Your portal shows how many days are left, you get reminders before expiry, and you can start the renewal application online in a few clicks.