What does an ISO 20000-1 Certification Body Look for During an Audit?
                     What does an ISO 
20000-1 
Certification 
Body Look for 
During an Audit?
Understandi o An ISO 20000-1 certification body assures the effectiveness of the IT 
Service Management System (ITSMS) 
ng the ISO of an organization in relation to 
standard requirements. 
20000-1 o The audit looks into the consistency in the delivery of service, customer 
Audit Focus satisfaction and improvement.o Auditors determine the level of 
planned, delivered, monitored and 
improved IT services in a controlled 
fashion. 
o It puts emphasis on leadership 
commitment, service management 
policies and business alignment. 
o Another aspect that the certification 
body examines is the fact that the 
ITSMS scope should be well defined 
and should be backed by quantifiable 
service performance indicators. 
o Good governance and risk thinking are 
the main expectations in the audit.
Core ITSM Processes 
Reviewed During the Audit
When conducting an audit of ISO 20000-1, the certification body pays close attention 
to such core ITSM processes as incident management, problem management, change 
management, service level management, and configuration management.
Auditors test the existence of the documents, used processes and their adherence to 
them.
Incident logs, change records, SLA reports and service improvement plans are 
examined.
It is not only about documentation, but also the effectiveness of processes to minimize 
service disruptions and enhance the service quality.
This is due to poor process integration which is a frequent cause of nonconformities.
The ISO 20000-1 puts a lot of emphasis on 
monitoring, measurement and continuous 
Performance improvement.
Measurement Performance measures taken by certification bodies focus on service availability, response 
time, customer satisfaction and incident trends.
and Continual Featuring in the way that data is examined and 
utilized to propel enhancements, organizations 
are required to showcase it.
Improvement
This evaluation is also critical in internal audits, 
corrective actions and management reviews.
Auditors want to see definite proof that 
problems are revealed, resolved, and do not 
happen again.
Having a developed improvement culture 
greatly reinforces the results of the audit and 
the overall use of IT services.
About the 
Company
Blue Wolf Certifications is a well-known ISO 
20000-1 certification body that offers 
independent evaluation and certification 
services to management system criteria. 
The organization audits organizations that 
operate in different business sectors through 
systematic audits, which are in tandem with 
international best practices. 
Blue Wolf Certifications is concerned with 
professionalism, transparency, and value-
oriented certification procedures. 
The company has a customer-focused approach, 
which assesses the organization in 
demonstrating effective IT Service Management 
and continuous improvement. 
Blue Wolf Certifications assists organizations in 
developing trust, enhancing the quality of 
services, and realizing operational excellence in 
the long term through experienced auditors and 
straightforward audit procedures.
Thank 
You