ISO/IEC 20000-1 Certification and Exclusions

This document is a technical report addressing the question of whether an organization can obtain ISO/IEC 20000-1 certification while making exclusions to its requirements. It clarifies that exclusions are not permitted according to clause 1.2 of the ISO/IEC 20000-1:2018 standard. The report outlines common misconceptions regarding documentation in Agile frameworks and emphasizes that documentation is still necessary, albeit in a more efficient format. It discusses the importance of managing suppliers, including internal and external suppliers, and the need for organizations to maintain control over all service management activities, even those performed outside their immediate scope. The document also explains that ISO/IEC 20000-1 applies to all types of services, not just IT services, and provides guidance on how to interpret its requirements in various contexts. Overall, it serves as a comprehensive guide for organizations seeking to understand the implications of exclusions in the context of ISO/IEC 20000-1 certification.