ISO 20000 (IT Service Management)

ISO 20000 is the worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers. This certification ensures a company has adequate controls and procedures in place to address both internal and external IT services aligned with the needs of the business and their customers. 

This certification is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC). It consists of two parts: 

The first part is ISO 20000-1:2005. This is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers. The scope includes: 

  • Requirements for a management system;
  • Planning and implementing service management;
  • Planning and implementing new or changed services;
  • Service delivery process; 
  • Relationship processes; 
  • Resolution processes; 
  • Control processes; and 
  • Release processes. 

The second part is ISO 20000-2:2005, and is the Code of Practice. It describes the best practices for Service Management processes within the scope of ISO 20000-1. The Code of Practice will be of particular use to organisations preparing to be audited against ISO 20000 or planning service improvements.