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ISO 20000 - 1

SO 20000-1 is a service management system (SMS) standard. 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 fulfill agreed service requirements.

ISO 20000-1 can be used by:


An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;


An organization that requires a consistent approach by all its service providers, including those in a supply chain;


A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfill service requirements;


A service provider to monitor, measure and review its service management processes and services;


A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;


An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO 20000-1



It increases responsive to services provided by IT service providers


More opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service.


Provides a benchmark type comparison with best practices and a fundamental shift to pro-active rather than re-active processes.


Gives you the ability to select and manage external service providers more effectively. Supports 'interchanging' of service providers and staff by virtue of the creation of inter- enterprise operational processes.


The certification process can reduce the amount of supplier audits, thereby reducing costs.


Certification audits enable the regular evaluation of the service management processes, which helps to maintain and improve effectiveness.

Procedure for the ISO 20000 - 1 Certification

Gap Analysis: Firstly we work on the areas where the organization is at present position and how ISO standard is working and find the gap.

Implementation: Our company provides training according to ISO 20000 - 1 standard, than after review the whole process of implementation training  and if it is working properly than we establish that process as system. Once we make proper system, your organization is able to work properly as per standard even in our absence.

Certification audit: The certification process proceeds in two stages. The audit team examines if the documentation of your management system already complies with the standard. Subsequently you demonstrate the practical application and effectiveness of your management system.

Issuing the certificate: After a successful certification process your company receives the certificate. It certifies compliance with the standards and operability of your management system.

Our experts will be more than happy to assist you should you have questions or require any further information on the ISO 20000 - 1 certification of your service management system