ISO 20000-1 Certification in Nigeria

ISO 20000-1 isn’t a checklist of IT best practices. It requires a documented, working Service Management System (SMS) built around a defined set of processes. Here’s what that looks like in practice:

• Service Level Management — Documented SLAs with clients, and evidence you actually track performance against them, not just a contract that states targets.
• Incident and Service Request Management — A defined process for logging, prioritizing, and resolving incidents, with records showing response and resolution times.
• Problem Management — A separate process for identifying the root cause behind recurring incidents, distinct from simply fixing each incident as it happens.
• Change Management — A controlled process for approving and implementing changes to systems, so changes don’t create new incidents.
• Capacity and Availability Management — Planning for future demand and documenting how you monitor and maintain service availability.
• Service Continuity Management — A tested plan for maintaining or restoring services if a major disruption occurs, not just a policy document that’s never been exercised.
• Supplier Management — If you rely on third-party providers (cloud infrastructure, network carriers), evidence you manage their performance against your own service commitments.

An auditor will expect to see these processes actually running, with records that show incidents were logged and resolved, changes were approved before implementation, and SLA performance was reviewed regularly, not just policies describing how they’re supposed to work.