ISO 20000

ISO 20000

Introduction to the basics of ISO 20000

ISO 20000 is a global standard that describes the requirements for an information technology service management (ITSM) system. The standard was developed to mirror the best practices described within the IT Infrastructure Library (ITIL) framework and is rooted in the elements of information technology service delivery in ways to design, implement, monitor, and continually improve the delivery of information technology services. ISO 20000 is the first ever international standard for IT service management. Its main focus is continual improvement of IT services. The standard works by setting benchmarks for companies based on evidence. Achieving these benchmarks proves that a company is capable of consistent excellence. This standard can be utilized by any company that wishes to achieve best practices standards of IT service management. Provide customers with peace of mind through consistent, high quality service with an ISO 20000 certification.



ISO 20000 certification allows for organizational alignment of IT services and the business. Being able to design, implement, and monitor consistent and quality information technology service delivery helps in building trust and confidence of customers.”

An ISO 20000 certification can compliment other compliance efforts, such as ISO 27001, and utilizes the same management system foundation. Utilizing the same certification body for multiple ISO compliance efforts allows for audit efficiencies throughout the process and lessens the audit footprint that can be taxing for an organization and its resources. Our experienced professionals understand the information technology service delivery landscape and can apply their knowledge to an service delivery environment to allow for an assessment that not only addresses the requirements of ISO 20000 but also the unique processes that can be identified to improve information technology service delivery.

ISO 20000-1 certification for IT service management

Many of an organization’s key operational processes rely on IT and hence are very dependent on the operation, management and monitoring of these IT services including hardware, software, communications and support. This is the realm of IT Service Management and the scope of the International Standard ISO 20000.

The standard, ISO/IEC 20000-1:2011, developed from BS 15000, is applicable to all sizes of organizations, who are involved in the management, including outsourcing, of their own IT systems and organizations, providing IT service management services to customers. It focuses on delivering effective and efficient services to users with a strong focus on service improvement.

In May 2011, a new version of ISO 20000 Part 1, the assessable part of this two-part standard was published. This latest version includes minor revisions to the 2005 version which adds some new requirements from the ITIL version 3 model from which it is derived.  Since June 2013, all organizations are now assessed against the 2011 version.


ISO 20000 is the international standard for IT Service Management (ITSM), published by ISO (the International Organization for Standardization), and ICE (the International Electoral Commission). To become an international standard, ISO 20000 had to be agreed upon by a majority of member countries, which means it is accepted by a majority of countries worldwide.

The standard describes a set of management processes designed to help you deliver more effective IT services (both to those within your business and to your customers). ISO 20000 gives you the methodology and the framework to help you manage your ITSM, while allowing you to prove your company follows best practice. With the requirements of the standard you will achieve best practice, helping to improve your delivery of IT services. And ISO 20000 is applicable to any company size and any industry.



Benefits of ISO 20000

  • Management system based

The basis of the ISO 2000 standard is the Plan Do Check Act cycle common with other management system standards enabling you to operate an integrated system thereby reducing duplication and costs.

  • Confidential

Key requirement for some organizations where data is sensitive.

  • Comprehensive

This approach will ensure that you have all that is necessary to meet the needs of your IT system users and your business to help ensure your IT services are efficient and effective.

  • Demonstrate best practice – the standard is based on the work done by the Office of Government Commerce (OGC) and the internationally accepted IT Infrastructure Library (ITIL) to give the user confidence that real benefits will be brought to the way your IT Services are managed.