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ISO 20000:2005 is an international standard that allows organizations to demonstrate excellence and prove best practice in IT Service Management. The standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services. It aligns to the IT infrastructure library (ITIL®) best practice framework.

ISO/IEC 20000 consists of several parts:

  • ISO/IEC 20000-1:2011 (Part 1) is the formal specification and defines the requirements for a service management system. The scope includes:
    • General requirements for a service management system
    • Design and transition of new or changed services
    • Service delivery process
    • Relationship processes
    • Resolution processes
    • Control processes

  • ISO/IEC 20000-2:2012 (Part 2) Provides guidance on the application of service management systems, including best practices for service management processes within the scope of ISO/IEC 20000-1.
  • ISO/IEC TR 20000-3 (Part 3) contains guidance on scope definition and applicability of Part 1.

Benefits of ISO 20000

  • Enable organizations to adopt a structured approach to service management based on best practice guidance, allowing them to better understand their business and their needs, their roles and their processes.
  • Improved reputation, relationships, inter-working and communication with their business and customer contacts.
  • Establish an on-going culture of continual improvement and learning within an organization, providing a target to achieve and maintain.
  • Continual improvement in the quality of IT services provided and increased business and customer confidence in the service provider and their ability to deliver.
  • Ensure that organizations focus on the implementation of a set of integrated processes and solutions that are appropriate, suitable and effective in meeting the needs of the business processes, the customers and the users they serve.
  • Increase the rate of change and the productivity of staff and the use of their skills and expertise.
  • Reduced long-term costs and a reduced risk of being unable to meet business objectives.
  • Enable organizations to internally assess their processes and activities against international standards as a method of identifying and implementing improvements.
  • To be independently, externally audited for compliance using a scheme and standard that is internationally recognized and respected.

How We Can Help

Globus Certifications has rich experience in designing, developing and implementing ISO 20000 ready IT Service Management System from the bottom up to meet ISO certification requirement. Â If the organization already has an existing management system, we help you by integrating the ITSM as prescribed by ISO 20000 with your current system.

Our trained and experienced management system consultants assist an organization in designing, developing, and implementing its IT Service Management System as per ISO 20000.


Our 5 Step Process – Consulting to Facilitating Certification

  1. Perform gap analysis
  2. Design & Implement System (documentation of policy, quality manual, procedures, and forms, implementation of processes and Training)
  3. Pre-Certification Audit
  4. Coordinate Certification
  5. Get Certified!