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ISO/IEC 20000-1:2011 Service Management Certification

Drive improved IT user experience.

An ISO/IEC 20000-1 service management system enables you to take control of your operations, ensuring they're managed effectively and demonstrates your organisation’s compliance to a comprehensive standard, based on industry best practice.


To deliver a quality service to users, IT operations need to be managed effectively – especially during times of change and development. ISO/IEC 20000-1 is applicable to organisations of all sizes that deliver IT services to external or internal clients.

As a key part of all core business functions, information technology and the demands on IT operations have become increasingly complex. Implementing an ISO/IEC 20000-1 management system helps organisations to manage their IT services effectively, delivering a high quality service to users.

Within the supply chain, it can be used to develop consistency and to provide assurance that IT service providers will fulfil their requirements. The plan-do-check-act approach enables you to monitor, measure, review and improve your service management processes and delivery to service users – helping them to work more effectively, thus having a positive impact on organisation performance as a whole.

What we offer

IT service management training
Whether you are beginning to implement your IT service management system, looking to improve your existing system or an experienced practitioner wanting to gain a formal qualification, Lloyd's Register has a training course to meet your objectives.

IT service management system gap analysis
You have the option to conduct a gap analysis before certification, during which an assessor will work with you to focus on a critical, high risk or weak area of your system. We will work with you to determine the scope of your gap analysis to give you the flexibility to focus on the most important areas for your organisation.

ISO/IEC 20000-1 certification
Certification is typically a two-stage process that takes into account the design and implementation of your system. Our approach extends the focus beyond the certificate to an assessment approach designed to help you meet your strategic objectives.

Integrated management system assessment
Organisations with multiple management systems, such as quality, environmental, occupational health and safety and IT service management, can benefit from a coordinated assessment and surveillance programme.

What are the benefits?

A comprehensive best practice approach to IT service management.
ISO 20000-1 is based on the work of the UK’s Office of Government Commerce (OGC) and the internationally accepted IT Infrastructure Library (ITIL). This gives users confidence that a system based on the standard will offer real benefits in the way you manage your IT services.

It’s a comprehensive standard that will help you address all aspects of IT service management, from infrastructure and processes to user interface and service desk management.

The plan-do-check-act approach helps you to integrate IT service management with other management systems to deliver a single business management system, helping to reduce duplication and cost.

Why choose LR?

Technical expertise
Our assessors are qualified professionals with sector-specific IT experience whose knowledge and skills are matched with your business needs, enabling an effective and robust audit of your system. We’re expert in not only understanding the potential in cutting-edge ideas, but applying this pragmatically in ways which guarantee impact today and in the long-term.

Your business helps LR to help others
The profits we generate fund the Lloyd’s Register Foundation, a charity that supports engineering-related research, education and public engagement around everything we do. All of this helps us stand by the purpose that drives us every single day: working together for a safer world. 

Independent & Impartial

We maintain our independence and impartiality by proactively managing conflicts of interest across all LR businesses including those which may exist between consultancy and third-party certification services.  We will not offer consultancy services for any management system that is in the process of or has completed accredited third-party certification with LR. Further, if we are already providing consultancy services relating to a management system, we will not offer any accredited third-party assessment services.

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