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ISO 20000 CERTIFICATION
IN SINGAPORE
For Faster, Transparent and Cost Effective
Certification Process
Contact Us
ISO 20000 CERTIFICATION
IN SINGAPORE
For Faster, Transparent and Cost Effective
Certification Process
ISO 20000 CERTIFICATION
WHAT IS IT?
ISO/IEC 20000-1:2018 is the international standard for IT service management. It is published by the International Organization for Standardization (ISO) with the IEC, and its requirements define a service management system (SMS): the coordinated set of policies, processes and controls an organisation uses to plan, deliver, operate and improve IT services that meet agreed service levels. The standard was first issued in 2005, drew on the earlier British standard BS 15000, and its core requirements now sit in Part 1 (ISO/IEC 20000-1:2018). It aligns closely with IT service management practices such as ITIL, but unlike guidance it is auditable, so an organisation can be certified against it by an accredited certification body.

ISO/IEC 20000-1 guides establishing, operating, maintaining and reviewing a documented SMS built around service level agreements (SLAs), key performance indicators (KPIs), defined roles, audits and management reviews tailored to an organisation’s services. It follows ISO’s high-level structure, covering context of the organisation, leadership, planning, support, operation, performance evaluation and improvement, so that IT services stay aligned with business objectives. In practice the SMS runs a connected set of service management processes and drives continual improvement through regular monitoring and measurement. The following processes and records are included within the SMS framework:
- SMS Context and Scope Document
- SMS Scope Description Document
- SMS Roles and Responsibility Document
- Service Management Plan documents
- Risk and Opportunity Management Procedure
- SMS Objective Metrics Document
- Service Management Plan
- Communication Plan
- Knowledge Management Database
- Service Catalogue
- Service Management Procedure Interface Document.
- Configuration Management Procedure
- Business Relationship Management Procedure
- Service Level Management Procedure
- Vendor Management Procedure.
- Service Delivery Report
- Budgeting and Accounting for Service Procedure.
- Demand and Capacity Management Procedure.
- Change Management Procedure.
- Design and Transition of New or Changed Services Procedure
- Release and Deployment Management Procedure
- Incident and Service Request Management Procedure
- Problem Management Procedure
- Availability Management Procedure
- Service Continuity Plan, Service Continuity Risk and Controls Plan and Tracker
- Performance Monitoring and Improvement Procedure
- Internal Audit Procedure
- Management Review Procedure
- Performance Monitoring and Improvement Procedure
Does Your Company Need ISO 20000 Certification in Singapore?
If your organisation delivers or depends on IT services, in whole or in part, ISO 20000-1 certification in Singapore signals that those services are managed to a recognised international standard. It fits managed service providers, data centre and cloud operators, software and SaaS companies, and the IT teams inside Singapore’s finance sector and government agencies, where disciplined service management supports assurance under the MAS Technology Risk Management Guidelines and public sector tenders. Certifying your SMS helps you win and retain contracts, reassures clients that services are reliable and measurable, and gives you a structured basis for continual improvement. Take the first step towards ISO 20000 certification in Singapore with the ISO certification consultants at Univate Solutions.

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Key Benefits of Being Certified in ISO 20000-1:2018
By certifying to ISO/IEC 20000, Singapore businesses can show that their IT service management is well organised, repeatable and aligned with both business goals and customer needs. Some of the benefits organisations typically see are set out below:
Business benefits:
- Independent, internationally recognised proof that your service management system meets a benchmark standard
- A stronger position in tenders and vendor assessments, particularly with banks, government and enterprise buyers
- Clear service levels and accountability between your teams, suppliers and customers
Operational benefits:
- More consistent handling of incidents, problems and changes, which reduces avoidable disruption
- Better visibility of service performance through defined KPIs and management reviews
- A structured framework for continual improvement and for integrating with ISO 9001 and ISO/IEC 27001
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Experience best in class services by Univate’s Consultants from GAP Analysis to final assessment and till getting certified
What Is Needed to be ISO 20000-1:2018 Certified?
Univate provides training, documentation and implementation support covering the policies, procedures, processes, templates, checklists and guidelines needed to meet the requirements of ISO/IEC 20000-1. We help you define the SMS scope, set service levels, and put the core service management processes in place so that practices become more agile, repeatable and cost effective. By tailoring the system to how your services actually run in Singapore, we help you streamline operations, improve service reliability and prepare for a smooth certification audit. Get in touch with our expert consultants today.


How Can Univate Solution Help for ISO 20000 Certification in Singapore?
Univate Solutions guides organisations through the full ISO/IEC 20000 journey, from the initial gap assessment to the certification audit. Our consultants have implemented service management systems across a range of industries and service lines, and we tailor the SMS so that people, processes and tooling work together rather than as isolated parts. For ISO 20000 certification in Singapore we offer end to end support, aligning your service management processes with the standard to improve efficiency, service quality and customer satisfaction, and staying with you through continual improvement after the certificate is issued.
Salient features of our engagement approach are:
- Unique and Proven engagement approach
- End-to-end documentation
- Training on the model and we provide training materials and handholding
- Complex client implementation experience in different countries
- Cost arbitrage
- Reduce management time required
- Reduce the cost of sustenance
- Reduce cycle time of end-to-end implementation process
- Our unique automation tool automates managing the system

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Our assessment and implementation support methodology addresses critical areas like:
- Conduct a Gap Assessment of the existing SMS (Service Management System).
- Provide ISO 20000-1 service management system training
- Assess risks and opportunities.
- Define, review and update Policies, procedures, processes, templates, guidelines, and checklists.
- Internal Audit for ISO 20000-1:2018
- Corrective and Remediation/ Preventive actions for Service Management System (SMS) as a result of the Internal Audit.
- Support external certification & surveillance audits and conduct CAPA
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Common FAQs on ISO 20000 Certification in Singapore
When businesses in Singapore consider ISO 20000 certification, they often have several questions. Here’s a quick look at some common FAQs:
What is ISO/IEC 20000 and who governs it?
Who accredits ISO 20000 certification bodies in Singapore?
Who in Singapore needs ISO/IEC 20000 certification?
How long does ISO/IEC 20000 certification take?
What does the ISO/IEC 20000-1:2018 service management system require?
What is the difference between ISO/IEC 20000 and ITIL?
Get in touch with our expert consultants for your ISO 20000 certification needs in Singapore or email us at, info@univateglobal.com for more details.








