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ISO 20000:2018

Ensuring Quality & Time-Bound Service Delivery

ISO (International Organization for Standardization) and IEC (International Electrotechnical Commission) have laid the foundation for global standardization. ISO 20000 is an internationally recognized service management standard and is widely regarded as the only global standard for service management.


ISO 20000 evolved from BS 15000, developed by the British Standards Institution (BSI), which was made obsolete in 2007. The standard was first revised in 2011 and then again in 2018.


This standard provides comprehensive requirements for establishing, implementing, maintaining, and improving a service management system (SMS). It covers the entire service lifecycle, from planning, design, and transition, to delivery and continuous improvement, ensuring services meet the agreed-upon requirements.


The ISO/IEC 20000 series outlines best practices for service management processes that are applicable to any organization, regardless of size or structure. The requirements for service management best practices remain consistent across different organizational forms, offering a flexible framework for managing and delivering high-quality services.

Features and Benefits

ISO 20000:2018 introduces several changes compared to the 2011 version. Notably, some terms have been updated, added, or removed to align with recent regulations. Additionally, there has been a significant reduction in the number of documents required for the organization’s Service Management System (SMS).

Certain sections from the previous version have been completely removed, such as the ISO 20000-4 process reference model. Furthermore, the updated standard offers organizations more flexibility in how they meet the requirements.

Implementing ISO 20000:2018 can offer several benefits to an organization:

Enhanced Credibility

Demonstrates that the organization’s SMS is globally compliant, boosting business or brand reputation.

Increased Customer Confidence

Assures customers that services are effectively managed and comply with international standards.

Market Expansion

Opens doors to new markets, potentially increasing profitability.

Proactive Service Management

Allows the company to address issues before customers notice, enhancing the overall service experience.

Cost Savings

Helps avoid costly mistakes by streamlining service processes, resulting in long-term savings.

Culture of Continuous Improvement

Fosters an environment that keeps pace with emerging technologies and evolving system capabilities.

Holistic Organizational Change

Encourages a transformation across both culture and processes, helping the organization align with global best practices.

Improved Outage Management

Organizations certified with ISO 20000:2018 are often better prepared to manage service outages.

Applicability

ISO 20000 applies to any organization that delivers services, including:

  • Business Outsourcing Units
  • Service Sectors
  • Public Sector Units (PSUs)
  • Government Organizations
  • Educational Institutions
  • Healthcare Sector
  • IT Sector
  • Small, Medium, and Large Business Organizations

Consulting Methodology

Concept Building Training

Providing training to the client team to enhance their conceptual understanding of requirements and highlight the key drivers necessitating implementation.

Gap Analysis Report for IT Infrastructure & Configuration

Our team of domain experts will evaluate the current IT infrastructure, focusing on networking and data security controls to ensure effective management of information security, privacy, and business continuity. A comprehensive report detailing identified gaps and recommending potential solutions will be provided.

Design and Implementation of a Documented Management System

Creation of a tailored management system encompassing policies, system manuals, procedural guidelines, risk assessment frameworks, security control SOPs, and customizable templates.

Risk and Privacy Assessment Support

Providing expert guidance and assistance to clients in completing risk assessments, implementing necessary controls, and presenting the residual risk inventory to top management.

Implementation Training

Conducting one-on-one sessions with the key implementation team to provide comprehensive training on the documented management system and its implementation strategies.

Implementation Handholding

Providing ongoing consulting support to address routine queries and ensure the successful implementation of the requirements.

Internal Auditor Training

In-depth training on clause requirements and audit techniques, including case studies and assessments.

Conducting the Internal Audit

Our consulting team, along with the trained internal auditors from the client's team, conducts a comprehensive internal audit to assess all requirements and generates the audit report.

Closure of Audit Findings

We provide guidance and support to help the client address and resolve internal audit findings, ensuring readiness for the certification assessment.

Certification Audit Process

International certification and regulatory bodies will conduct the final assessment and issue an audit report upon successful evaluation.

Certificate Issuance by Certification Body

Once all audit findings are successfully closed, the client will receive the certification from the certification body.

Ongoing Consulting Support for Surveillance & Recertification Audits

As part of our commitment to long-term client partnerships, we provide continued consulting support for all future certification needs, assisting in the ongoing growth and success of our valued clients.