ISO/IEC 20000-1:2018

The International Organization for Standardization (ISO) is an independent, non-governmental international organization with an international membership of 163 national standards bodies. The ISO/IEC 20000 family of standards helps organizations ensure that their service management processes are aligned both with the needs of the business and international best practices.

ISO/IEC 20000-1:2018 outlines and provides the requirements for a Service Management System (SMS). It specifies requirements for an organization to plan, establish, implement, operate, monitor, review, maintain, and improve a service management system. This ensures the delivery of services that meet customer requirements and provide value.

The service certified is the Technical Customer Support for Google Cloud and Google Workspace customers. These services are offered based on specific customer tiers, which include:

• Standard Support
• Enhanced Support
• Premium Support

The scope encompasses the Google product teams, engineering, and support organizations of Google LLC responsible for providing technical support. These operations are supported by the integrated systems, global data centers, and corporate offices that facilitate the delivery of high-availability support services.

The ISO 20000 Certificate is available to our existing customers and may be requested via customer support. Navigate directly to the Google Cloud console . Potential customers can reach out to sales for more information