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iso / IEC 20000:2018
iT SERVICE MANAGEMENT

About ISO/IEC 20000:2018

In May 2005, members of the ISO and the International Electrotechnical Commission (IEC) voted to make BS 15000 the basis for ISO 20000. This took the foundation of BS 15000 to the next level, as it set the stage for an Inter National standard.


ISO/IEC 20000:2018 is the latest industry-standard used to benchmark an organization’s capability in delivering IT Service Management. It works by applying set service levels to business processes and assessing subsequent performance levels of customer service. ISO 20000 will become a basic requirement for IT service providers and is fast becoming the most recognized symbol of quality regarding IT Service Management processes.

A clear departure from previous service management solutions:

ISO 20000 differs in that it is built around the ability to manage evolving service levels against the support of specific business processes and objectives.
A worldwide standard, it is specifically aimed at IT Service Management and is built on the ITIL best practice methodology (IT Infrastructure Library).
The IT Infrastructure Library is a customizable framework of best practices that promote quality computing services in the IT sector.

A standard relevant to all organizations:

The ISO/IEC 20000 standard can apply to both large and small service providers, as the requirements for best practice service management processes are independent of the service provider's organization form and structure. It aims to enhance the quality of service delivered to their internal and external customers.

A clear departure from previous service management solutions:

ISO 20000 differs in that it is built around the ability to manage evolving service levels against the support of specific business processes and objectives.
A worldwide standard, it is specifically aimed at IT Service Management and is built on the ITIL best practice methodology (IT Infrastructure Library).
The IT Infrastructure Library is a customizable framework of best practices that promote quality computing services in the IT sector.

A standard relevant to all organizations:

The ISO/IEC 20000 standard can apply to both large and small service providers, as the requirements for best practice service management processes are independent of the service provider's organization form and structure. It aims to enhance the quality of service delivered to their internal and external customers.

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Specifies a number of closely related service management processes

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Identifies that relationships that exist between these processes, and that these relationships will be dependent on their application within an organization

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Provides guideline objectives and controls to enable an organization to deliver managed services

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Reduce operational exposure to risk

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Meet contractual requirements

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Demonstrate service quality

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