ISO/IEC 20000-1 Certification
Certify how your organisation designs, delivers, and improves IT services — from incident response to change management — audited against the international standard for IT Service Management Systems.
Service delivery, run as a system
ISO/IEC 20000-1:2018 is the international standard for IT Service Management Systems (SMS). It applies to any organisation that plans, delivers, operates, and improves IT services — whether for internal users or external customers — and gives that delivery a structured, auditable framework rather than a set of informal habits.
The standard covers the full service lifecycle: service design and transition, incident and problem management, change and configuration management, capacity and availability planning, and supplier management — closely aligned with widely used ITIL practice, but framed as auditable management system requirements.
Certification demonstrates that service levels, escalation paths, and continual improvement aren’t dependent on any one person’s knowledge, but are built into how the organisation runs.
IT service providers & MSPs
Managed service providers demonstrating capability to clients.
Enterprise IT departments
Internal IT functions supporting large or complex organisations.
Data centre & hosting providers
Infrastructure providers with formal service level commitments.
BPO & outsourcing providers
Organisations delivering IT-enabled services under contract.
Software & SaaS vendors
Vendors with service delivery and support commitments to customers.
Telecom & network operators
Providers managing service delivery across networked infrastructure.
What certification changes on the ground
Fewer service disruptions
Structured incident and problem management reduces recurring outages.
Stronger SLA management
Clear service levels and reporting improve customer confidence and retention.
Competitive tender advantage
Certification is increasingly a qualifying criterion in IT outsourcing bids.
Controlled change management
Formal change and configuration control reduces self-inflicted incidents.
Better supplier oversight
Structured supplier management processes reduce third-party service risk.
Continual service improvement
Built-in review cycles keep service delivery improving as demand changes.
Our certification process
A structured, EGAC-accredited audit pathway from application to certificate issuance, and beyond.
Application & contract review
We scope your certification boundary — services, sites, and supplier relationships — and confirm audit duration and pricing.
Documentation review
Your service management policy, service catalogue, and SMS documentation are reviewed against ISO/IEC 20000-1:2018.
Stage 1 audit
An on-site readiness assessment confirming your SMS is implemented and prepared for the certification audit.
Stage 2 audit
Full evaluation of implementation and effectiveness across incident, change, and capacity management.
Certification decision
An independent technical committee reviews audit findings ahead of the certification decision.
Certificate issuance
Your ISO/IEC 20000-1:2018 certificate is issued, valid for three years under the EGAC accreditation scope.
Surveillance & recertification
Annual surveillance audits maintain certification; a recertification audit renews it at the three-year mark.
What your system needs in place
These form the baseline our auditors assess against during Stage 1 and Stage 2.
- 01A documented service management policy and objectives
- 02A service catalogue and defined service level agreements
- 03Incident and problem management procedures
- 04Change and configuration management controls
- 05Capacity and availability management processes
- 06Supplier and third-party service management procedures
- 07Service reporting and customer satisfaction measurement
- 08Internal audit and management review records
Accredited, independent, Nigerian-based
Accredited by the Egyptian Accreditation Council (EGAC), a full IAF/GAC Multilateral Recognition Arrangement signatory — our certificates carry international standing.
Certification, compliance, and consultancy across ISO management system standards, alongside AML/due diligence and cybersecurity advisory.
Supported by affiliated entities Ecora Consulting Limited and Primose Technologies Ltd for wider advisory and technical capability.
Headquartered at 27A Alternative Drive, Chevron, Lekki, Lagos — serving clients across Nigeria and the wider African market.
“An accredited certificate is only as credible as the body that issues it. Our EGAC accreditation means your ISO/IEC 20000-1 certification is recognised well beyond Nigeria’s borders.”
IEMA Standards LtdReady to certify your IT service management system?
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