Central Bank of Kenya secures global ISO certification for IT service management
The Central Bank of Kenya (CBK) has attained the ISO/IEC 20000-1:2018 certification for its Information Technology Service Management (ITSM), marking a major milestone in its efforts to enhance operational and service excellence.
The announcement was made on September 9,2025 with CBK noting that the achievement underscores its commitment to maintaining the highest standards of service in its operations. The certification places the bank among a select group of institutions globally recognized for adhering to internationally accepted best practices in IT service management.
CBK Governor said the certification is evidence of the institution’s dedication to operational efficiency and digital transformation, aligning with the bank’s strategic priorities under the 2024–2027 Strategic Framework. The framework emphasizes resilience, sustainability and human capital development, with service excellence as a key pillar.
“This certification demonstrates the Central Bank’s ongoing commitment to consistently deliver value through structured and internationally recognized service management processes,” the bank said in a statement.
The certification journey began in March 2023, in line with CBK’s 2021–2024 Strategic Plan that placed a strong emphasis on operational excellence. As the initiative progressed, it was seamlessly integrated into the new 2024–2027 Strategic Framework, highlighting service excellence as a cornerstone of the bank’s long-term goals.
The ISO/IEC 20000-1:2018 standard is a globally accepted benchmark that validates organizations’ adherence to best practices in IT service management. The certification assures stakeholders that the organization delivers secure, reliable and efficient services in compliance with strict international requirements.
Industry experts say the achievement will boost CBK’s credibility in managing IT systems, which are critical to the stability and performance of the financial sector. With the growing reliance on technology in banking operations, certification under the ISO/IEC 20000-1:2018 standard provides confidence in CBK’s capacity to manage risks, strengthen resilience and safeguard digital platforms.
The International Organization for Standardization (ISO), which sets and publishes global standards, describes the ISO/IEC 20000-1:2018 certification as a key indicator of adherence to quality management practices. It is widely recognized as a critical measure for organizations seeking to align their IT services with global benchmarks.
The certification is particularly significant for CBK, given its role as the country’s monetary authority and regulator of the banking sector. Experts note that by attaining the certification, CBK sets a benchmark for financial institutions in Kenya, encouraging adoption of international best practices in IT service management.
“This milestone reaffirms our commitment to operational excellence and to providing reliable, efficientand secure services to our stakeholders,” CBK stated.
The achievement also aligns with Kenya’s broader digital transformation agenda, as the country positions itself as a hub for financial innovation and technology-driven growth. By integrating internationally recognized service management standards, CBK is expected to strengthen its role in supporting financial stability while promoting confidence in the banking system.
Analysts observe that the certification could enhance the bank’s preparedness to respond to technological risks and disruptions. It is also likely to improve its capacity to manage increasing demand for digital services while ensuring compliance with international security and service delivery standards.
The ISO/IEC 20000-1:2018 certification places CBK among leading institutions worldwide that have embraced globally recognized frameworks for IT service management. It also underscores the importance of adopting structured approaches to service delivery in an era where technology underpins nearly all aspects of financial operations.
The Central Bank announced that it will continue to build on this milestone by investing in digital transformation and human capital development to ensure that its services remain resilient, sustainable and efficient.
Author: Moureen Koech
Moureen Koech is a passionate Digital Journalist, an adept Agribusiness Writer with a keen eye for news and an impactful story-teller,whose stories provide key value to Agripreneurs and stakeholders in the Agricultural sector
