Home-IT Service ISO_IEC 20000-1-ISO PROS #22



ISO/IEC 20000-1 IT Service Management Systems Implementation

The only way to set the company apart on the IT market is by offering premium quality services. Considering the growing number of customer expectations, your organization should deliver premium quality services now, while ensuring continuous improvement in the quality of your services for the foreseeable future, so it can remain market competitive. When it comes to service quality, consumers have little to no patience for low results leading to downtime; they prefer to substitute the underperforming service provider quite easily in the case of a disappointment. Advances of technology have also allowed the customer’s access to new quality services and improvements of service providers. Using a program to handle the lifecycle of operation is also the foundation of an organization’s ability to retain a commitment to its consumers.

Home-IT Service ISO_IEC 20000-1-ISO PROS #22

This encompasses the full scope of operational preparation, management, execution, distribution, and control of an organization’s high-quality service. A Service Management System (SMS) does establish the basis for providing excellence for service delivery assurance, ensuring capacity, continuity, availability, and security whilst meeting all the needs for customers as well as other stakeholders through agreements with customers and suppliers and based on set policies, goals, and plans.

Your Service Management System is your all-encompassing framework of management systems for any service provider company since it’s designed to pull together all facets of corporate management, including its a strategy, plans, procedures, priorities, documents, and company relevant processes. It is commonly utilized as the primary tool for organizations for the very purposes of coordinating and managing service delivery operations, helping to successfully fulfill the market needs.

Furthermore, SMS’s are modular by nature, able to incorporate most aspects for a service provider organization. Implementing and running the SMS results in greater efficiency and effectiveness by providing full visibility, monitoring, and continuous improvement across all the aspects of its service lifecycle.

Management of the IT facilities according to ISO / IEC 20000-1


The aim of IT service management is to understand the customers and meet their requirements, in order to meet this challenge in IT support. In the international standard ISO / IEC 20000-1 the specifications for qualified IT service management are shown beyond the standard and serve as a tangible quality standard for IT support.

Why an ISO / IEC 20000-1 certification

An IT service management system (ITSMS) credential certifies that the recipient of the certificate is in a position to plan, implement, validate, and develop IT service processes. At the same time, customers are clear that a successful certification shows the minimum standards have been agreed on internationally and have been implemented within the firm.

On the other hand, it allows the systematic organization to offer targeted and cost-effective service which is aligned with the corporate strategy. Thus in the long term customer trust and presence are maintained in the sector.

ISO Pros is accredited according to ISO / IEC 20000-1 for assisting in the certification of IT service management systems. The audits are carried out by accredited IT experts. Our consumers get certificates that are respected around the globe.

A bit of history of ISO 20000?

ISO 20000 is an internationally recognized standard for service management, which first came to life in 2005. It’s actually the only international standard of service management out there. Plus, this is not just about IT Business Administration (ITSM).

It’s based on BS 15000 (the first service management framework in the world), which was established by the British Standards Institution (BSI) and declared obsolete in 2007. ISO 20000 has been updated twice since its release – once in 2011 and now again in 2018.

The standardized ISO / IEC 20000-1 perception is that the specification lays out the specifications for:

“The development, execution, maintenance and quality enhancement of a Service Management System ( SMS); An SMS supports service lifecycle management, including service planning, design, transition, delivery, and enhancement, meeting agreed requirements and delivering value to customers, users, and the service delivery organization.”

The basic ISO 20000 is a sequence that is broken down into two major sections. It provides organizations with both the specifications of a service management system (part one, i.e. ISO 20000-1) and guidelines on best practices for implementing service management systems based on those criteria (part two, ISO 20000-2).

There are also additional elements of the system, including guidelines on the interaction between ISO 20000-1 and other service management systems (such as ITIL and COBIT), many of the basic and terminology definitions used, and guidelines on ISO 20000-1 ‘s scope description and applicability.

ISO 20000-1 certification is open to organizations (as compared to ITIL), but certain aspects of the sequence are not certifiable as they are mainly given with guidelines and do not mention certifiable criteria.

ISO 20000-1 certification is achieved by a rigorous evaluation protocol whereby organizations must show that they are acquainted with the processes and standards of the standard, supply proof that the processes of the standard are being adhered to, and provide all the applicable documents provided by ISO 20000-1.

ISO 20000 Benefits

Greater credibility and brand reputation

Implementing ISO 20000 and obtaining approval, allows your organization to prove that your IT programs are consistent with best practices in the industry. The norm is based on the work performed by the Office of Government Commerce (OGC) and the Library of IT Infrastructures (ITIL). It offers your clients trust that the IT systems are pursuing an internationally accepted structure.

ISO 20000 certification will serve to boost the credibility of the company and separate you from the market. By gaining credibility and trust in your ability to effectively manage your IT infrastructure, by looking for new business opportunities, it can help to elevate your company.

Consumer service

ISO 20000 would enable the company to follow a holistic approach to ensuring that you have in place the strategies, protocols, and processes required to provide successful IT services. Basically, putting effective systems in place ensures you are offering a seamless operation to satisfy the consumer needs.

ISO 20000 means that your workers realize who is doing what and where, meaning all staff and systems are on track, and operating towards the same target. This not only guarantees the quality of your goods and services to satisfy consumer needs, but it also helps you to control and reduce costs.

Continuous improvement

The application of the minimum specifications means that the organization implements a process-oriented strategy that continuously enhances the management structure and industry at the same time, with ISO 20000 being focused on management methods.

The standard provides frequent tracking and analysis of your IT systems, allowing the company to respond to any adjustments in the enterprise. It helps the IT service management program continually progress against important targets and priorities.

Constraints and scope

ISO / IEC 20000 is perfect for IT service supplier organizations. This is appropriate for all fields of business and for all sizes of enterprise except the very smallest (where a wide selection of ISO 9000 designation is more appropriate).

A standardized norm is commonly used to gain institutional certification; it is often invaluable as a guideline and reference for applying best management procedures. The intrinsic existence of its unambiguously articulated criteria provides concrete period-by-period evaluations and can offer a measure of the change in the operations of a service company. ISO 20000 will assist an entity in benchmarking its own business management, optimizing its infrastructure, showing the capacity to satisfy consumer demands, and establishing an objective assessment system.


To achieve broad and comprehensive coverage, the standard addresses only the generally valid core elements of service management processes; it can never describe the full set of processes/procedures required by an individual service provider to deliver customer-focused, effective and efficient services.

Our team is here for you

We understand the nature, priorities, core jargon, and high-level specifications of the ISO / IEC 20000 standard, how it is applied along with the main elements of the certification phase in a traditional IT service provider organization.

Our team of experts will help you to:

  • Understand the implementation of an IT Service Management System according to ISO / IEC 20000
  • Understand the relationship between the information technology service management system, including the management processes and the requirements of the organization’s various stakeholders
  • Understanding the connections between ISO / IEC 20000-1:2011, ISO / IEC 20000-2:2005 and ITIL
  • Understand the concepts, approaches, standards, methods, and techniques that allow the efficient management of an information technology service system
  • Acquire the required skills to contribute to the implementation of an ITSMS, as defined in ISO / IEC 20000

ISO / IEC 20000-1 Implementation of IT Resources is suitable for:

  • Enterprises which tender their services.
  • Companies which need clear strategies around their supply chain from all service providers.
  • System providers who need to benchmark their operation of their IT infrastructure.
  • An independent evaluation of the support rendered by an organization.
  • Organizations which need to demonstrate their ability to deliver customer services which meet their requirements.
  • Organizations who use efficient processes to track and enhance the standard of service.

Six steps needed to approve ISO / IEC 20000

  • Prepare a gap analysis review to identify the breadth of and certification for the IT service management program.
  • Prepare Strategy for the implementation plan.
  • Carry out a pre-audit to test if you’re ready for certification.
  • Begin Phase 1 audit with auditors at ISO Pros.
  • Begin Phase 2 audit with auditors at ISO Pros.
  • Close some audit-generated non-conformances.

After acceptance by the committee, we will submit the audit report and certificate, and start surveillance audits.

Why ISO 20000

ISO / IEC 20000 is an international framework that allows companies to demonstrate innovation in IT service management and implement best practices. The norm encourages IT service companies to adhere to a quality management framework that enables them to constantly enhance their IT service delivery.

ISO / IEC 20000 allows companies to build a consistent culture of change and growth that sets a roadmap for reaching and sustaining it. This leads to continued growth in the standard of the services delivered and improved trust of the company and consumers in the service provider and their capacity to deliver.

It helps ensure that companies concentrate on adopting a series of interconnected procedures and strategies that are relevant, appropriate and efficient in addressing the demands of the company operations, the consumers and the users they represent, and the pace of transition and employee engagement and the utilization of their knowledge and abilities.

In 2005, ISO / IEC 20000 was first published and is now in the second version. This aligns with the best practice system in the IT infrastructure library ( ITIL). Both certification standards of APMG ISO / IEC 20000 are regarded as complementary to the standard classification scheme of ITIL.

What ‘s changed in the latest version?

With the latest update to Part 2 of ISO / IEC 20000 (Implementation Guide) now out, ISO and IEC have made the following changes:

  • Alignment is more compatible with ISO 9001 and ISO / IEC 27001
  • Terminology shifts to show international use
  • Additional guidelines on processes of governance managed by other parties;
  • More information on how to identify the SMS scope
  • Further information on ongoing SMS and Infrastructure enhancement
  • More guidance on designing and transforming new or changing services

Well, closer alignment with other international standards such as ISO 9001 and ISO / IEC 27001 enables easier integration of management systems, eliminating the need for multiple processes across management systems that are the same or similar. It not only saves time and energy but also reduces the cost of developing information programs.

Support for ISO 20000-1, ISO 27001

ISO Pros has trained experts on ISO 20000-1 who able to support you obtain certification. Regular assistance is provided across both of our consultancy services online and on-site. We also offer advisory service through a Management Program for businesses pursuing various certifications (such as ISO 9001 and CMMI).

Our experts convert the standard ‘s formal vocabulary into common English, to render it as clear and efficient as practicable for the company. ISO 20000-1 is applied correctly and offers you a consistent return on your expenditure.

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Please contact our consultancy office or send an email for more detail about ISO certification for the 20000-1 standard.