IT Service Management
International standard for IT service management systems (SMS). Specifies requirements for establishing, implementing, maintaining, and continually improving an SMS for internal or external service delivery.
ISO/IEC 20000-1 is the international IT service management standard specifying requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS). It applies to any organisation — internal IT departments, managed service providers, and cloud service providers — delivering IT services.
The standard aligns with ITIL framework concepts while providing certifiable requirements. Core processes including incident management, change control, capacity management, and continual improvement are addressed through the SMS framework.
ACI-certified auditors assess SMS effectiveness, service delivery process design, and the integration of service management with organisational strategy.
Attend an ACI-Approved Training Provider (ATP) course for your chosen grade level. ACI-approved courses are aligned to the examination syllabus for ISO/IEC 20000-1.
Examinations are administered exclusively through ACI Approved Training Providers. Foundation and Internal Auditor examinations require 70% to pass; Lead Auditor requires 65%.
Submit your application through the ACI portal with your examination result, training certificate, and relevant audit experience log. Upon approval you receive your ACI Card ID and digital certificate.
Available Grades for ISO/IEC 20000-1
All six ACI auditor grades are available for this scheme. Each grade has defined competence, experience, and examination requirements.
Entry-level certification for those beginning their auditing career. Suitable for individuals who have completed foundation training but have limited audit experience.
For auditors who have completed Internal Auditor training and have begun accumulating audit experience under supervision or in an internal audit role.
Full auditor grade for practitioners with demonstrated audit experience. Recognised as a competent independent auditor of management systems.
Senior grade for experienced auditors capable of leading audit teams and managing full audit programmes. The most widely recognised auditor grade internationally.
Advanced grade for highly experienced auditors demonstrating sustained performance in complex audit environments and contributions to the auditing profession.
The highest ACI designation, awarded to individuals who have made an exceptional contribution to the management system auditing profession and to the ACI community.
Find an Approved Training Provider, sit the examination, and submit your application to ACI.