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ISO/IEC 20000-1:2011 Information technology - Service management

Drive improved IT user experience with ISO/IEC 20000-1 certification.

An ISO/IEC 20000-1 management system enables you to take control and certification from Lloyd’s Register 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

LR recognises that every organisation and its IT service management systems are unique. At LR, we take time to understand the needs and unique circumstances of our clients and their businesses, to act with judgement, sensitivity and care.

Our independence means that we’re committed to doing things the right way to reach the highest standards and best outcomes for all, giving our clients confidence in our decisions every time.

We specialise in management systems compliance including gap analysis, assessment and certification, all underpinned with expert advice designed to meet the needs of your industry. 

We explore every problem thoroughly with exact, analytical precision.  We leave no stone unturned and no questions unanswered, to draw accurate conclusions.

We provide practical client training courses worldwide in various languages, led by trained and qualified tutors. Many of our courses are endorsed by relevant professional bodies and based on our experience of assessing management systems. We offer both public and in-house training services including customised training solutions.

Customised assurance
The challenge of globalisation, changing customer requirements, legislation and technology means that worldwide, organisations are increasingly turning to customised assurance programmes, underpinned with client specific criteria, to help them meet their organisational goals.

Our range of customised solutions are focused on delivering client value by offering a variety of tools and techniques to identify the right solution for your business. Once we have assessed your needs, we can then identify the most appropriate methods to equip you with the relevant knowledge and implement the recommended improvement initiatives.

A wide range of assurance services
Don’t let your certification journey stop with IT service management system; at LR, we deliver certification, validation and verification assessment services to all of the world’s leading standards and schemes including health and safety, environmental, sustainability, energy management, business continuity, cyber security and many more.  

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. 

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