ISO 20000 – 1 : 2011

ISO 20000-1:2011- Information technology — Service management


  • ISO 20000 is the international standard for IT Service Management (ITSM), published by ISO (the International Organization for Standardization)
  • It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.
  • ISO 20000 is applicable to any company size and any industry.
  • ISO 20000 helps organisations benchmark how they deliver managed services, measure service levels and assess their performance. 


  • offers competitive differentiation by demonstrating reliability and high quality of service;
  • gives access to key markets, as many organisations in the public sector mandate that their IT service providers demonstrate compliance with ISO 20000;
  • provides assurance to clients that their service requirements will be fulfilled;
  • enforces a measurable level of effectiveness and a culture of continual improvement by enabling service providers to monitor, measure and review their service management processes and services;

Approach of Standard

ISO/IEC 20000 is based on the management system model for continual improvement. The standard provides a framework of requirements for organizations to:

  • Develop an IT service management plan that clearly defines objectives and targets
  • Define service delivery requirements
  • Clarify roles and responsibilities
  • Regularly review how effectively IT services are performing
  • Identify opportunities for improvement

The Plan-Do-Check-Act (PDCA) cycle is the operating principle of ISO management standards. By following this cycle, you can effectively manage – and continually improve – your organization’s effectiveness.


Establish objectives and draft your plans. Develop a service management plan, which brings together a number of ITSMS requirements. It involves defining the scope of your system, including your ITSMS objectives, service requirements, measurement effectiveness and contractual obligations and regulatory requirements.


Implement your plans. This will include activities such as budgeting, risk and resource management, assigning roles and responsibilities, and monitoring and reporting on performance.


Measure and monitor your actual results against your planned objectives. An internal audit needs to be carried out, as well as management reviews. Both of these must be performed at planned intervals and the findings will need to be retained as documented information.


Correct and improve your plans to meet or exceed your planned results. To maintain and improve the system, you’ll develop a policy that provides criteria to evaluate and prioritize opportunities for improvement. A procedure to outline responsibilities and actions for implementing and managing improvements is also required. Approved improvements shall be planned and reviewed against targets.

Implementation Steps

  1. Gap Analysis
  2. Awareness Training
  3. Quality Policy and Quality Objectives Finalization
  4. Documentation/Process Design
  5. Documentation / Process Implementation
  6. Internal Audit
  7. Corrective Action to close non conformances
  8. Management Review Meeting
  9. Stage 1 Audit by Certification Body
  10. Corrective Action to close non conformances if any
  11. Stage 2 Audit by Certification Body


Cost of consultancy is ultimately determined by factors such as the organisation’s size, its industry, number of employees, number of locations and choice of Certification Body.