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ISO 20000-1:2018 - IT Service Management (ITSM)

Optimize IT Service Delivery with
ISO 20000-1:2018 Certification

ISO 20000-1:2018 is the international standard for IT service management. It helps organizations improve IT service delivery by aligning processes with global best practices. Achieving ISO 20000 certification demonstrates your commitment to consistent service quality, customer satisfaction and continual improvement.

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Our Approach to ISO 20000-1:2018

Timeline Line

Gap Analysis

Evaluate your current IT service management practices and compare them to ISO 20000-1:2018 standards.

Documentation Development

Develop IT service management policies, procedures and documentation for ISO 20000-1 compliance.

Implementation Support

Implement ITSM requirements, ensuring compliance with ISO 20000-1 and optimized service delivery.

Training and Awareness

Educate employees about IT service management best practices and their roles in service delivery.

Internal Audit

Conduct an internal audit to ensure compliance with ISO 20000-1:2018 before the certification audit.

External Audit Support and Certification

Guide your organization through the ISO 20000-1:2018 certification audit process.

Standalone Service

You can customize your ITSM service to match your specific business requirements.

Gap Analysis

Identify where your IT service management practices deviate from ISO 20000-1 standards

Documentation Support

Focus on the documentation that’s most important for your ITSM processes

Training and Awareness

Provide training only for those areas of ITSM that will bring the most immediate impact to your organization

Internal Audits

Choose to audit only those areas of your ITSM system that are most critical for your operational success.

Key Benefits

Improved Service Delivery

Deliver reliable and efficient IT services that meet or exceed customer expectations, ensuring smooth and uninterrupted service

Customer Satisfaction

Enhance customer satisfaction by providing high-quality IT services, addressing issues promptly, and ensuring continuous service improvement

Optimized IT Operations

Streamline IT processes, increase efficiency, and reduce costs while maintaining control over service performance and delivery

Continuous Improvement

Foster a culture of ongoing enhancement in IT service management practices to ensure services evolve and improve in alignment with business needs

Frequently Asked Questions

ISO/IEC 20000-1:2018 is an international standard for IT service management (ITSM). It specifies the requirements for establishing, implementing, maintaining and improving an IT service management system (SMS). The standard focuses on aligning IT services with business needs and ensuring that services are consistently delivered to meet customer expectations.

ISO/IEC 20000-1:2018 certification demonstrates an organization’s dedication to delivering quality IT services and following industry standards. It showcases adherence to best practices while enhancing service delivery, boosting customer satisfaction, and improving operational efficiency.

The key components of ISO/IEC 20000-1:2018 include establishing a Service Management System (SMS), ensuring effective Service Design and Transition, maintaining Service Delivery Management, driving Continual Improvement, and implementing robust Governance and Risk Management.

ISO/IEC 20000-1:2018 aligns with ITIL, which provides IT service management best practices. While ITIL guides process implementation, ISO/IEC 20000-1:2018 defines standards and requirements for measuring their effectiveness and achieving certification.

Achieving ISO/IEC 20000-1:2018 certification typically takes 3 to 6 months for small to medium-sized organizations, depending on their size, existing processes, and scope of services. Larger organizations may require more time due to operational complexity.