ISO 20000ITSM

ISO/IEC 20000-1:2011 – IT Service Management System Standard

ISO/IEC 20000-1:2011 is an internationally recognized IT Service Management System (ITSM) standard that defines the requirements for organizations to effectively deliver managed IT services. It provides a structured framework for service providers to plan, establish, implement, operate, monitor, review, maintain, and continually improve their service management system (SMS).


The standard covers the design, transition, delivery, and improvement of IT services to meet agreed customer and business requirements, ensuring consistent service quality and performance.


What is ISO/IEC 20000 Certification?

ISO/IEC 20000 is a globally accepted IT standard that enables organizations to demonstrate excellence and compliance with best practices in IT service management. It ensures that companies follow evidence-based processes to continuously improve their IT service delivery and customer satisfaction.


Originally published in 2005 and updated in 2011, ISO 20000 is based on the IT Infrastructure Library (ITIL) framework. According to ISO/IEC 20000-1:2011, service providers must fully comply with all requirements of the standard—no exclusions are permitted—to achieve certification.


Why ISO 20000 is Important for Your Business

ISO 20000 follows a process-based approach, helping organizations align IT services with overall business objectives while improving operational efficiency. Certification demonstrates:

  • Strong documentation and records management system
  • Commitment of top management towards service quality
  • Clearly defined IT service policies and objectives
  • Effective planning, implementation, and resource management
  • Robust process control, monitoring, and performance measurement
  • Continuous improvement embedded within the organization

    • Organizations certified to ISO/IEC 20000-1:2011 show their ability to deliver reliable, efficient, and high-quality IT services.


Key Benefits of ISO/IEC 20000-1:2011 Certification

  • Provides a strong competitive advantage in the IT industry
  • Scalable framework suitable for small, medium, and large organizations
  • Clear roadmap for implementing IT Service Management (ITSM)
  • Demonstrates compliance with ITIL best practices
  • Encourages continuous service improvement
  • Enhances the credibility and value of internal IT services
  • Offers third-party validation of ITSM compliance
  • Improves system availability and service performance
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