Dynamic Strategies

Management is efficiency in climbing the ladder of success; leadership determines whether the ladder is leaning against the right wall. - Stephen Covey.

ISO/IEC 20000 IT Service


ISO/IEC 20000-1:2005 defines the requirements for a service provider to deliver managed services. It is based on BS 15000-2, which has been superseded.

It may be used

To ensure the quality, reliability and continuity of information technology services, a company needs to implement methodologies and tools.

Incorporating the principles of ISO 9001 and the major ITIL processes, ISO 20000-1 acts as a single framework for the delivery of an organization’s Information Technology services.

When it works properly, an Information Technology Services Management system addresses the needs of customers and delivers tangible business benefits to a services provider. It defines quality as providing customer confidence, and concentrates on processes that are critical to meeting customer/user needs. ISO 20000 can be easily integrated with standards such as ISO 9001, ISO 14001, ISO 27001…, but adds value thanks to its specific IT characteristics.

IT Service Management

IT Service Management


IT is essential to delivering today’s business. However, concerns are increasingly being raised about IT services, both internal and outsourced, not aligning with the needs of businesses and customers.

A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice.

ITSM - ISO/IEC 20000

Who is it relevant to?

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 suitable for internal IT service providers, such as IT departments, and external IT service providers, such as IT outsourcing organizations.


Primarily, 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:


Steps to ISO/IEC 14001 certification

ISO 14000 is a family of standards related to environmental management that exists to help organizations (a) minimize how their operations (processes etc.) negatively affect the environment (i.e. cause adverse changes to air, water, or land); (b) comply with applicable laws, regulations, and other environmentally oriented requirements, and (c) continually improve in the above.

ISO 14000 is similar to ISO 9000 quality management in that both pertain to the process of how a product is produced, rather than to the product itself.

ISO 14001 is known as a generic management system standard, meaning that it is relevant to any organization seeking to improve and manage resources more effectively. This includes:

  • Single site to large multi-national companies

  • High risk companies to low risk service organizations

  • Manufacturing, process and the service industries; including local governments

  • All industry sectors including public and private sectors

  • Original equipment manufacturers and their suppliers.