Overview

Demonstrate your ongoing commitment to exceptional IT Service Management.

ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.

Certify your organization in the international IT Service Management standard.

Achieve world-class IT Service Management (ITSM) processes.

The world's most trusted ISO/IEC 20000 certification providers.

Organization certification is delivered by APMG's Registered Certification Bodies (RCBs) - rigorously assessed against exacting standards
Contact a RCB from the list below to begin the ISO/IEC 20000 certification process.

Training pricing options are available through our Accredited Training Organization (ATO) network, or for an exam-only option, via our Public Exam Portal.

ISO/IEC 20000 Training and Certification

For individuals

ISO/IEC 20000 certifies an individual as an IT Service Management professional - able to enhance an organization using the ISO/IEC 20000 standard.
ISO/IEC 20000 training courses are delivered by APMG accredited training providers - self-study is also available.
APMG accredits training providers wishing to deliver ISO/IEC 20000 training courses and exams.

For organizations

ISO/IEC 20000 certification confirms an organization has an advanced IT Service Management approach - in accordance with a globally recognized standard.
ISO/IEC 20000 organization certification is performed by APMG appointed Registered Certification Bodies (RCBs).
Organizations can apply to become APMG appointed ISO/IEC 20000 Registered Certification Bodies (RCBs).

Smiling professional wearing a headset, looking at a computer monitor.

Who is ISO/IEC 20000 Certification for?

Staff working within a service provider organization that requires a basic understanding of the standard.
Staff working within service providers who are already certified to ISO/IEC 20000.
Staff considering the implementation of the ISO/IEC 20000 standard.
Practitioners, managers and consultants involved in an SMS implementation.
Practitioners, managers and consultants involved in on-going activities based on ISO/IEC 20000.
Third-party auditors who work for RCBs and will conduct audits to certify service providers against ISO/IEC 20000-1.
Internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000-1 standard.
Internal auditors working in an organization which is implementing or already has ISO/IEC 20000 certification.

Benefits of ISO/IEC 20000 Certification

For Individuals

Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply appropriate methods within an organization.
Understand, identify and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of continual improvement processes.
Produce a gap analysis supported by an improvement and implementation plan.
Describe the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard.
Recognize the need to plan and implement ITSM processes, report on the IT services and major metrics of the ITSM processes, schedule and conduct regular reviews, assessments and audits and plan for continual service improvement.

For Organizations

Continual improvement of IT services - inspiring customer confidence.
Increased rate of change and staff productivity - leading to reduced long-term cost and risk of failure to meet business objectives.
An accurate assessment of your organization's internal process and activities with which to effectively implement improvements.
Access to key markets - in which it is mandatory to be ISO/IEC 20000 compliant.

Documentation

ISO 20K Leaflet

pdf - 1.52 MB - 17 June 2025

RCB terms and conditions for registration v3.7.pdf

pdf - 768.74 KB - 17 June 2025

Success in 1 2 3

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Choose your learning style

APMG is not a training provider. Please contact accredited training organization's listed on our website for prices and dates. Alternatively, you can self-study for an exam directly through APMG.

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Pass the exam & receive a certificate

When you are ready to take your exam, book an online timeslot yourself with APMG, or your training organization may organize this for you. If you pass your exam APMG will issue you with a digital badge for you to share!

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ISO/IEC 20000 Certification levels

Foundation

Learn how the standard operates in a typical IT service provider organization.

Read more Training providers Book an exam

Practitioner

Learn to apply the content of the ISO/IEC 20000 standard within an organization.

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Auditor

Learn the principles of IT Service Management and the requirements of ISO/IEC 20000-1:2011 (Part 1).

Videos

Top tips for those migrating to the new version of ISO/IEC 20000 / ISO 20k - Mart Rovers, Interprom

05/08/2025

The SFIA Framework is the global common reference for skills and competency for the digital world.

This APMG certification has been informally mapped against the SFIA Framework to indicate the skills that are addressed and referenced by the certification. Although it is not yet possible to claim this digital badge, the indicative skills can be used to plan your professional development through assessing the skills you have and the skills you need for the role you want.

SFIA website