ISO/IEC 20000-1 certification in Thailand

ISO 20000-1 certification in Thailand at a glance

Service providers selling to Thai banks and payment firms meet service management expectations through the regulator rather than through a named standard. The Bank of Thailand's FPG. 19/2560 expects service providers to hold certification according to international or generally accepted IT standards, and its payment notification, SorNorChor. 11/2561, covers service availability and a regular security audit of IT systems; neither cites ISO/IEC 20000-1. The certificate still gives managed service firms, BPOs and shared-service centres an independently audited way to show incident, change and service level discipline, and digital is one of the Eastern Economic Corridor's target clusters. Certification comes from an accredited certification body, and the National Standardization Council's recorded scopes do not list ISO/IEC 20000-1, so check each body's accreditation. Sterling's Manila office builds the service management system, often alongside an ISMS, with Effivity and Sterling Academy included in the engagement. Local questions are answered below.

Who needs ISO 20000-1 in Thailand, and what happens without it

In Thailand the question rarely comes from a law. It comes from the buyer, the regulator or the partner that wants proof before it signs. These are the organisations that get asked.

• IT service providers and managed service firmsBank customers expect service providers to follow recognised IT standards, and ISO/IEC 20000-1 evidences service management.
• Technology suppliers to payment system providersThe payment security notification covers availability and security audit of IT systems those suppliers run.
• BPO and shared-service centresOverseas customers use service management certification to compare vendors.
• Digital-cluster investors in the Eastern Economic CorridorDigital is one of EECO's five target clusters.

ISO 20000-1 requirements in Thailand

Strip away the vocabulary and ISO/IEC 20000-1 requires a company to prove six things about how it plans and delivers IT services.

In Thailand these six sit alongside the local laws and regulations listed under drivers below; one system can evidence both. The detail is on the global hub: ISO/IEC 20000-1 explained →

• ISO 20000-1 requirements, clause by clause in plain language
• The documents ISO 20000-1 expects

How to get ISO 20000-1 certified in Thailand

One team from the Manila office carries the work from scoping to certificate. Clients across Thailand are served from Sterling's Manila office, on site where the work needs it and remotely otherwise.

1. Discovery call and scopeEntities, locations, regulators and target date, agreed before any proposal.
2. Gap assessment against ISO/IEC 20000-1 and the Thai requirements that apply to youControls you already run for your regulators and customers are reused, not rebuilt.
3. Your system built with your team in EffivityRisks, controls, evidence, incidents and reviews in one live system the auditor can see.
4. Internal audit, management review and corrective actionsYour internal auditors trained by Sterling; the evidence proven before the certification body arrives.
5. Certification body stage 1 and stage 2, then surveillanceAn accredited body audits and decides. Sterling supports the audits and the three-year cycle.

The Sterling Promise: 100% on-time completion, 100% success, 8,100+ client engagements.Sterling does not certify. Certification decisions stay with independent bodies.

• The ISO 20000-1 certification process, step by step
• ISO 20000-1 internal audit

How long does ISO 20000-1 certification take in Thailand?

There is no standard duration: it depends on your scope and on how much of the system already runs. In Thailand these are the factors that set the timeline.

• Maturity of incident, change and service level processes
• Number of services and customers in scope
• Tooling evidence available for the main audit

Sterling agrees a dated plan with you on the discovery call, once the scope is known.

• Scope and timeline estimator

How much does ISO 20000-1 certification cost in Thailand?

The cost has two parts: the consulting work to build and prove the system, and the certification body’s audit fees, which are quoted separately. In Thailand these factors move both.

• Number of services, locations and customers
• Process and tooling gaps to close
• Certification body audit fees quoted separately from consulting

Sterling gives one customised, all-inclusive proposal after the discovery call, never before the scope is agreed.

• What makes up the cost of ISO 20000-1

ISO 20000-1 consultants and certification bodies in Thailand

Two different organisations are involved. A consultant helps you build the system and prove it works; an accredited certification body then audits or assesses it and decides. Keeping the two separate is what makes the result credible to buyers and regulators.

• Check that the body’s accreditation or approval covers ISO 20000-1 and your sector, and that its certificates can be verified online.
• Ask the consultant how the local requirements in Thailand are mapped into the same system, so nothing runs twice.
• Ask for client references in your sector; Sterling’s client letters are available on request.
• Agree who owns the evidence and the tool after the engagement; with Sterling the system stays yours, in Effivity.

ISO 20000-1 in Thailand: questions clients ask

More on ISO 20000-1 for Thai organisations

• ISO/IEC 20000-1: the complete guide
• Watch: How to implement ISO/IEC 20000-1
• ISO 20000-1 certification in Thailand and every other standard Sterling delivers there

Other standards Thai businesses ask Sterling for

Organisations in Thailand often combine ISO/IEC 20000-1 with one of these, under one management system where the scopes allow.

All 21 standards Sterling delivers in Thailand →