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ISO 20000

ISO /IEC 20000:2011 IT Service Management

ISO/IEC 20000:2005 IT Service Management System (ITSM) is the first worldwide quality standard specifically aimed at IT support and maintenance published by the International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC) in the year 2005.

ISO 20000:2005 is a framework to identify and manage the key processes involved in delivering effective IT services which meet the needs of the business and the customer. ISO 20000:2005 introduces a service culture and provides the methodologies to deliver services that meet defined business requirements and priorities in a manageable way. ISO 20000 provides the IT organization with a set of coherent service management processes and a quality management system to manage the full service life cycle of an IT service from the end-users perspective.

This standard is now being adopted internationally and provides an assessment framework and specification for the adoption of an integrated approach to effectively deliver managed IT services to meet the business and customer requirements.

Essentials of ISO/IEC 20000:2011 ITSM:

  • Requirements for a Management System
  • Planning & Implementation Service Management
  • Planning New Services
  • Service Delivery Processes
  • Relationship Processes
  • Resolution Processes
  • Control Processes
  • Release Processes


Benefits of ISO/IEC 20000:2011 ITSM:

  • Cost reduction through increased productivity
  • Increases organizational efficiency and operational performance
  • Provides platform to organize current IT services
  • Better alignment between business objectives and IT
  • Reduces risks
  • Improves communication between business areas & IT
  • Provides assurance to stakeholders for the management of IT services
  • Helps align and integrate the IT Services with overall business strategy
  • Compliance with legal, regulatory, and statutory requirements
  • Market differentiation due to positive influence on company prestige
  • Increases corporate image
  • Minimizes internal and external risks to service continuity
  • Provides a process for Information Technology Governance


Our Services:

We offer comprehensive services that will help you to achieve ISO 20000:2005 ITSM certification. We provide assistance to:



  • Thoroughly review organization’s existing IT service management programs and systems (gap analysis)
  • Identify risks and applicable laws and regulations
  • Establish IT service policy and objectives
  • Develop procedures and instructions

  • Identify documentation requirements
  • Train personnel
  • Implement new programs such as internal audit and management review
  • Help you seek certification for ISO 20000:2005 ITSM



In addition to consulting (online & onsite), we provide following training:


  • ISO 20000:2005 ITSM overview training
  • ISO 20000:2005 ITSM for the SME

  • Developing ITSM documentation
  • ITSM internal auditor training

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