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ISO 20000:2011

What is ISO/IEC 20000 – IT Service Management System?

ISO/IEC 20000 2011 is an Information Technology Service Management standard. It effectively helps businesses delivers services to their customers through a set of management processes.

The standard is set according to the process approach which is defined within the ITIL from the Office of Government Commerce(OGC).


ISO/IEC 20000 consists of a formal specification that defines the requirements stating an organization to deliver managed services of acceptable quality to 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.
  • Release processes.

The standard also has a Code of Practice that describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. This Code of Practice is particularly useful to the organizations that are preparing to be audited for the ISO/IEC 20000 and providing information technology services.

ISO/IEC 20000 Requirements

The ISO/IEC 20000 certification requires the Code of Practice to be implemented within the organization. After the implementation of it has been completed an accreditation body audits the whole organization for any discrepancies in the system or with the management and the staff.

The ISO/IEC 20000 certification process requires these seven steps:

  • Complete a questionnaire.
  • Apply for an assessment.
  • Conduct the certification audit (stage 2).
  • Conduct the re-certification audits.
  • Conduct an optional pre-audit.
  • Conduct an initial audit (stage 1).
  • Conduct surveillance audits.

ISO/IEC 20000 Training

We at Samarth Consultants assists the organizations across the world to implement and achieve the ISO/IEC 20000 certification. We rigorously work for our client’s sake and continuously keep auditing the system for any discrepancies that could potentially harm the accreditation of the certification. We also help our clients in creating certified information systems security professional within their organization.

We understand the role of information technology in business and work towards the common goal of achieving our client’s vision while handling the training for the certification.

ISO/IEC 20000 Certification

After the completion of training, we help our clients understand what information technology programming is and how it can benefit their organization. Our ISO consultancy service includes helping our clients get the certification for ISO 20000 2011 standard. We cover everything that is required by the accreditation body during training and ensure that our clients get the certification on their initial attempt.

The certification has several benefits such as:

  • Opening up new customers as more and more organizations consider ISO/IEC 20000 certification an essential requirement for conducting business with a new vendor.
  • The ISO/IEC 20000 standards are widely recognized. The certification helps an organization in entering global markets.
  • Objectively measure the level of compliance with the industry’s best practices.
  • Having better information available for numerous purposes.
  • Implements strategies to leverage information technology in business.
  • In streamlining various process improvements that may go on simultaneously in an IT department.
  • In providing guidance, prioritizing the best practices to be implemented in an IT department.
  • Give an organization a competitive edge.
  • In showing a drive for quality services.
  • Objectively assessing and benchmarking IT’s level of maturity.
  • In increasing customer focus and transparency of values provided to the business.
  • Establishing a mentality of continual improvement in IT.