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ISO/IEC 20000-1 audit: follow a service end to end
Link assessment to customer and supplier outcomes beyond a tool screen.
Decision and conditional example
For a selected service, examine the catalogue, customer conditions, supplier arrangements and period performance. If a change followed an incident, trace authority, risk and transition results. Closing a ticket may not establish that the service was restored. Evidence for an excluded service cannot represent the entire in-scope system. Initial certification examines readiness and implementation, with responses to findings evaluated. ISO/IEC 20000-6 concerns service management-system certification bodies. The impartial decision remains separate from audit work and the consultancy that establishes the organisation’s system; neither a ticket export nor a sales promise guarantees approval.
Evidence linked to this purpose
- Catalogue to period performance
- Incident, change and service restoration
- Evidence for the in-scope service
Standard and authority boundaries
ISO/IEC 20000-1:2018 remains current and has a 2024 amendment. It sets service management-system requirements; ISO/IEC 20000-3:2019 supports scope definition and ISO/IEC 20000-6:2017 concerns certification bodies. Certification is not approval of a software product, an individual qualification or a zero-interruption guarantee.
Kayra’s role and the independent decision
The applicant implements the system and prepares procedures specific to its own operations and operating records. A certification enquiry to Kayra concerns actual activities, sites, application information, authority and impartiality risks; this role does not include designing or implementing the client’s system. ISO publishes standards and does not certify organisations. Verify the chosen body’s current standard edition, activity coverage and any claimed accreditation. Preparation does not guarantee approval, legal compliance or authority to certify a newly published edition. A management-system certification body, other parts of the same legal entity and controlled entities cannot offer or provide management-system consultancy; separate contracts do not remove this restriction.
Official sources
Checked: 3 October 2026. Examples are hypothetical explanations, not claims about completed client work, local offices or approval.