ISO/IEC 20000-1 - Service Management System

The Service Management System (SMS) established by ISO 20000-1 represents a foundational framework for organizations seeking to optimize and elevate their service delivery. ISO 20000-1, an international standard for IT service management, instils a systematic approach to managing services, ensuring efficiency, reliability, and continual improvement. 

The SMS aligns organizational processes with business objectives, fostering a culture of service excellence. By adopting ISO 20000-1, organizations benefit from improved service quality, streamlined operations, and a customer-centric focus. The standard's emphasis on continual improvement encourages organizations to adapt to changing business needs and evolving technology landscapes. 

Achieving ISO 20000-1 certification not only demonstrates an organization's commitment to delivering high-quality services but also enhances its competitiveness in the market. The structured approach of ISO 20000-1 allows organizations to proactively identify and address service-related risks, ultimately contributing to enhanced customer satisfaction. In summary, ISO 20000-1 and its SMS provide organizations with a robust framework to deliver services that meet customer expectations, drive operational efficiency, and position them as leaders in the dynamic and competitive service management landscape.


How can we help y​ou?

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GAP assessment

Evaluation of organization's current service management practices against the requirements outlined in the standard in order to identify the gaps or areas where the current practices fall short of the standard's requirements.

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Implementation is a strategic process that organizations undertake to protect their service management practices with the goal of ensuring the highest levels of provided services..

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Training and education

With training and education we ensure that personnel at all levels within an organization understand their roles and responsibilities regarding service management.

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Help you with ongoing activities and processes that organization need to put in place to ensure the continual effectiveness, relevance and improvement of the system in accordance with the standard

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Certification support

We can help you with selection of certification body, support for certification applications, support during the audit and findings analysis and proposal of remediation.

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Internal audit

Internal audits help organizations assess the performance and compliance of their service management processes, identify areas for improvement and ensure ongoing conformity with standard requirements.