IT Service Managers
People responsible for designing, operating, and improving technology services.
Best fit when: they align catalog, service levels, incidents, changes, and continual improvement.
ISO 20000
Service Management System (SGS) (ISO 20000:2018)
The purpose of the ISO 20000 - Internal Auditor Certification is to demonstrate that the professional has a practical understanding of the terminology, structure, and considerations for the definition, implementation, monitoring and auditing of a Service Management System (SMS); following the guidelines of ISO 20000:2018 (Service Management) and ISO 19011:2018 (auditing).
ISO 20000
CertMind International
Verifiable digital badge
85%
Of organizations depend on critical digital services
60%
Of incidents worsen with weak service processes
5 areas
Service management, SLAs, and improvement assessed
20 PUCs
Continuing education required to renew the credential
IT service management
What is ISO 20000?
ISO 20000 is a standard for managing technology services with quality, control, and continual improvement.
It aligns catalog, service levels, incidents, changes, and suppliers to deliver reliable services to the business.
IT Service
Catalog
Offered and agreed services
SLAs
Service levels and expectations
Operation
Incidents, requests, and changes
Suppliers
Support relationships and agreements
Improvement
Measurement and optimization actions
Candidate profile
Who should take this certification?
Designed for professionals who work with technology or want to enhance their skills with an internationally recognized credential.
IT Providers and Consultants
Organizations and advisors delivering managed services to internal or external customers.
Best fit when: they evidence service management practices based on ISO 20000.
Support and Operations Leaders
Coordinators managing desks, incidents, requests, and service agreements.
Best fit when: they improve operational control, metrics, and user experience.
Internal Auditors
Professionals assessing conformity of the service management system.
Best fit when: they plan and execute audits based on requirements and evidence.
Assessed content
Assessed competencies
Knowledge and capabilities supported by this certification at an international level.
Competency 01
Identify the organizational context and general importance of developing a Service Management System.
Competency 02
Understand ISO 20000 concepts and the context that affects service management outcomes.
Competency 03
Identify requirements and parts of ISO 20000 that support service management.
Competency 04
Understand ISO 20000 requirements for designing, implementing, monitoring, and improving a Service Management System.
Competency 05
Apply audit guidelines to define programs, prepare plans, report findings, conduct interviews, close audits, and evaluate auditor competencies.
Credentials
Your official badge and diploma
Upon passing you receive verifiable digital credentials you can share on LinkedIn and present to employers.
Digital Badge
Verifiable digital credential compatible with Open Badges 3.0. Share it on LinkedIn, email, or your personal website.
Official Diploma
PDF diploma digitally signed with authentication QR code. Printable in high resolution.
Path to credential
From knowledge to certification
A path designed so you arrive prepared and obtain a credential that validates your level of expertise.
1
Explore the syllabus
Download the official syllabus and understand the assessed competencies. Identify your gaps.
2
Prepare with a partner
Access our network of certified training partners with exam-aligned courses in your region.
3
Take the exam
Online exam with remote proctoring. 50 questions, from anywhere in the world.
4
Get your credential
Upon passing, you receive your verifiable digital badge and official diploma ready for LinkedIn.
How to access
Get certified through a training partner
CertMind does not teach courses — our network of certified training partners offers official preparation.
Recommended
Training + Exam with partner
Through a certified training partner
Contact one of our partners for official training aligned with the syllabus. The CertMind exam voucher is included in the program.
Find a training partner- Official exam-aligned preparation
- Exam voucher included
- Verifiable digital badge upon passing
- Official CertMind PDF diploma
- Retake included if you do not pass
Individual exam
No prior course
USD 125
one-time payment
- For those who already have experience
- Online proctored exam
- Digital badge + diploma
- Valid for 5 years
Professional impact
What certified professionals achieve
This certification validates competencies that apply to real challenges in teams and organizations.
Service management audit capability
Certified professionals evaluate IT service management systems using ISO 20000 criteria.
Better evidence and process review
They assess service processes, documentation, and improvement opportunities with structure.
Alignment around service quality
The credential improves conversations between IT, service owners, and audit teams.
Official material
Download the official Syllabus
The syllabus details the assessed competencies, area weights, and recommended bibliography. Available in English and Spanish.
Syllabus in English
Download Syllabus in English · PDF
Syllabus en Español
Download Syllabus in Spanish · PDF
Frequently asked questions
Everything you need to know
Why do certifications expire?
Certifications expire because frameworks, technologies, and best practices evolve constantly. Expiration ensures that certified professionals stay current with industry standards and continue developing their skills. This maintains the value and credibility of the certification in the job market.
How can I renew my certification?
You can renew your certification by accumulating Professional Update Credits (PUCs) through work experience, training courses, or professional development activities. Before your certification expires, submit your renewal application through the CertMind platform with the required PUCs documented.
What happens if my certification expires?
If your certification expires, you will need to go through the recertification process, which typically involves retaking the exam. We recommend starting your renewal process well before the expiration date to avoid any gaps in your certified status.
Can I take the exam in my native language?
Yes, CertMind offers exams in both English and Spanish. You can choose your preferred language when scheduling your exam. All study materials and syllabi are also available in both languages to support your preparation.
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Ready to get certified in
ISO 20000?
Prepare to audit service management systems with structure, evidence, and ISO 20000 criteria. Find a training partner or download the syllabus.