How Much Does ISO 20000-1 Certification Cost?
Reliable IT service management is vital to business success. Whether you deliver IT services to external clients or manage internal systems, customers expect consistency, reliability, and rapid response when things go wrong.
That’s where ISO 20000-1, the international standard for IT service management systems (ITSMS), comes in. It helps organisations implement best practices for delivering and improving IT services, aligning people, processes, and technology.
However, before starting the certification process, most businesses ask the same question:
“How much does ISO 20000-1 certification cost?”
The cost can vary based on factors such as your organisation’s size, number of sites, and how mature your current IT management processes are. This guide breaks down everything you need to know, including what affects the price, typical cost ranges, and how to get the most value from your investment.
To get customised support specific to your organisation, please get in touch with us.
What Is ISO 20000-1?
ISO/IEC 20000-1:2018 is the international standard for IT Service Management Systems (ITSMS). It provides a structured framework to plan, deliver, and continually improve IT services.
In simple terms, ISO 20000-1 helps your organisation:
- Deliver reliable and consistent IT services
- Improve customer satisfaction through better response and performance
- Reduce downtime and service disruptions
- Align IT services with business objectives
- Demonstrate compliance with internationally recognised standards
The standard applies to any organisation that provides IT services, whether you’re an IT provider, managed service provider (MSP), public sector department, or in-house IT team supporting business operations.
Factors That Influence the Cost of ISO 20000-1 Certification
The overall cost of ISO 20000-1 certification depends on multiple factors. Understanding these can help you set realistic expectations and avoid unnecessary expenses.
1. Organisation Size and Complexity
The larger and more complex your IT infrastructure, the higher the certification cost. Multiple service lines, customer bases, or technical environments (such as cloud, on-premises, and hybrid systems) require more audit time and documentation.
2. Number of Sites
If your IT operations are spread across multiple offices or data centres, additional audit days will be required to verify compliance at each site.
3. Current Systems and Documentation
If your organisation already follows ITIL® or similar frameworks, you may already meet several ISO 20000-1 requirements. In this case, you’ll need fewer consultancy and implementation days, significantly lowering costs.
4. Scope of Certification
You can certify your entire IT service operation or specific parts of it (for example, your helpdesk, managed services, or infrastructure management). A smaller scope will reduce costs, but a broader scope demonstrates stronger governance.
5. Level of Support Required
Your chosen route — self-managed, assisted, or fully implemented, has a major impact on total cost. Organisations with internal ISO experience may opt for a self-led approach, while others prefer expert consultancy support for a smoother and faster implementation.
Typical ISO 20000-1 Certification Costs in the UK
The following is a general cost breakdown for UK businesses seeking ISO 20000-1 certification. Actual prices vary depending on your organisation’s size, scope, and current processes.
| Service | Estimated Cost Range | Description |
|---|---|---|
| Gap Analysis | £800 – £2,000 | An initial review of existing IT service processes to identify what’s needed to meet ISO 20000-1 requirements. |
| Consultancy & Implementation | £3,000 – £15,000+ | Covers documentation, process mapping, training, and internal audits. Costs vary based on company size and IT complexity. |
| Certification Audit (External) | £1,000 – £5,000 | Conducted by a UKAS-accredited certification body in two stages (document review and on-site audit). |
| Maintenance & Surveillance Audits | £1,000 – £3,000 per year | Regular audits to maintain certification and ensure ongoing compliance. |
| Internal Resource Costs | Variable | Staff time spent developing procedures, updating records, and supporting audits. |
Total estimated cost:
Most small to medium-sized organisations can expect to spend between £6,000 and £18,000 to achieve ISO 20000-1 certification and initial implementation.
How to Reduce the Cost of ISO 20000-1 Certification
While certification can seem expensive, there are proven ways to make the process more cost-efficient.
1. Start with a Gap Analysis
A gap analysis helps you understand where your current IT service management stands compared to ISO 20000-1 requirements. This prevents over-investing in unnecessary consultancy or duplicate work.
2. Use an ISO Management Platform
Tools like CandyBox can simplify documentation, evidence collection, and performance monitoring — significantly cutting administrative time and consultancy costs.
3. Integrate with Other ISO Standards
If you already hold certifications such as ISO 9001 (Quality Management) or ISO 27001 (Information Security), integration can reduce duplication in documentation and audits. Many clauses across these standards overlap.
4. Train and Empower Staff
Your IT teams play a central role in achieving ISO 20000-1. Providing basic awareness training ensures employees understand the requirements and can maintain the system effectively, reducing the need for ongoing consultancy support.
5. Define a Clear and Realistic Scope
Avoid certifying unnecessary departments or processes. Defining a focused scope will reduce audit time, cost, and complexity. You can always expand certification later.
The ROI of ISO 20000-1 Certification
Although ISO 20000-1 requires an upfront investment, the long-term benefits typically outweigh the costs. Businesses that achieve certification often report:
- Improved service reliability and uptime
- Higher customer satisfaction and retention
- Reduced operational inefficiencies and incident frequency
- Stronger alignment between IT and business goals
- Enhanced reputation and competitive advantage
Many organisations also find ISO 20000-1 certification helps them win contracts, especially where clients require demonstrable IT service management standards.
In short, ISO 20000-1 delivers measurable financial and operational returns, often paying for itself within the first year through improved efficiency and reduced downtime.
Is ISO 20000-1 Worth the Cost?
Absolutely. ISO 20000-1 isn’t just about compliance — it’s about creating a structured, efficient, and customer-focused IT service environment.
Certification shows your organisation is serious about delivering reliable IT services, maintaining security, and continually improving performance. It also builds trust with clients, giving you a competitive edge in a crowded market.
When implemented properly, ISO 20000-1 can streamline your operations, strengthen internal accountability, and reduce long-term operational costs.
How Candy Management Consultants Can Help
At Candy Management Consultants, we make ISO 20000-1 implementation simple, efficient, and tailored to your business. Whether you’re a managed service provider, IT department, or technology company, our consultants help you achieve certification with minimal disruption.
We offer flexible options, from self-managed routes using our CandyBox platform to fully supported consultancy packages, so you only pay for the level of assistance you need.
Our services include:
- Comprehensive gap analysis and implementation planning
- Documentation and process development
- Staff training and awareness
- Internal audits and certification preparation
Our goal is to help you achieve ISO 20000-1 certification efficiently — and maintain it with confidence.
Get Started with ISO 20000-1 Today
If you’re ready to improve your IT service delivery, strengthen your reputation, and win more business, now is the time to start your ISO 20000-1 journey.
Contact Candy Management Consultants today to discuss your needs and get a tailored quote for ISO 20000-1 certification.
