ISO 20000 : Information Technology Service Management (ITSM)

ISO/IEC 20000 is the international standard for IT service management.

This standard enables you to independently demonstrate to your customers that you meet best practice.

ISO/IEC 20000 is applicable to any organization, large or small, in any sector or part of the world which relies on IT services. The standard is particularly applicable to internal / external IT service providers, IT departments and IT outsourcing organizations.

ISO/IEC 20000 certification demonstrates that an organization has adequate controls and procedures in place to consistently deliver a cost effective, quality IT service.


Some of the key benefits are listed below:

• IT service providers become more responsive to business driven rather than technology driven
• External service providers can use certification as a differentiator and win new business as this increasingly becomes a contractual requirement
• It gives more opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service
• Certification audits enable the regular evaluation of the service management processes, which helps to maintain and improve effectiveness
• The certification process can reduce the amount of supplier audits, thereby reducing costs
• ISO/IEC 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best practice guidance for ITSM processes