ISO/IEC 20000 is an international IT
standard that allows companies to demonstrate excellence and prove
best practice in IT management. The standard ensures companies can
achieve evidence-based benchmarks to continuously improve their
delivery of IT services. ISO/IEC 20000 was released in 2005 based
on the IT infrastructure library (ITIL®) best practice framework,
and updated in 2011.
The adoption of ISO/IEC 20000 has grown quite rapidly in the
international arena of IT service providers and it has become a
competitive differentiator for delivery of IT services.
ISO/IEC 20000 Certification Scheme
ISO/IEC 20000 is increasingly seen as the quality standard for
IT Service Management and many companies are striving to adopt
ISO/IEC 20000, not only for their own benefit but also to help
qualify and choose suppliers and partner organizations.
Why should an organization become certified?
The benefits for an IT service provider organization working
towards and achieving certification against the ISO/IEC 20000
standard are many and varied, dependent upon the organization
itself and the business and customers it serves. The key
- To establish an on-going culture of
continual improvement and learning within an organization,
providing a target to achieve and maintain. This leads to continual
improvement in the quality of IT services provided and increased
business and customer confidence in the service provider and their
ability to deliver.
- To ensure that organizations focus on the
implementation of a set of integrated processes and
solutions, that are appropriate, suitable and effective in
meeting the needs of the business processes, the customers and the
users they serve.
- To increase the rate of change and the
productivity of staff and the use of their skills and expertise.
This in turn leads to reduced long-term costs and a reduced risk of
being unable to meet business objectives.
- To enable organizations to adopt a structured
approach to service management based on best practice
guidance, allowing them to better understand their business and
their needs, their roles and their processes, improving the
reputation, relationships, inter-working and communication with
their business and customer contacts.
- To enable organizations to internally assess their
processes and activities against international
standards as a method of identifying and implementing
improvements, and to be independently, externally audited for
compliance using a scheme and standard that is internationally
recognized and respected.
- To exhibit a level of effectiveness in
service provision and to demonstrate superiority over competitors,
providing a competitive differentiator in tendering
- For outsourcing and hosting organizations
to demonstrate that they are serious about service
management and the quality of service they provide
and that their processes are effective and have been independently
audited as such. This may provide competitive edge over
incumbent internal suppliers or other competing outsourcing and
- For current or internal service providers
to demonstrate that they are also focused on service
management and the quality of service they
How do you become certified?
Any organization wishing to be formally certified against the
scheme will need to be assessed by a Registered Certification Body
(RCB). Once the requirements of ISO/IEC 20000 have been satisfied,
the RCB will issue a certificate of conformance and the
organization will be eligible to use the itSMF ISO/IEC 20000 logo
as a sign of their achievement and may also request a listing on
this website, enabling instant verification by visitors.