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ISO/IEC 20000

Service Management Systems

ISO 20000-1.jpg

The ISO/IEC 20000-1 standard defines the necessary requirements for an organization to provide its Information Technology services (infrastructures and/or applications), with an acceptable level of quality for its customers (internal or external), and this aligned with the approach to management by processes defined by the IT Infrastructure Library (ITIL) of the Office for Government Commerce (UK).

A global approach to service management needs to define a set of processes required for effective service delivery. These range from basic processes related to configuration management and change management to processes that cover incident and problem management, as well as those interact directly with customers, such as business relationship management.

The standard takes a process approach to establishing, implementing, operating, monitoring, reviewing, maintaining and improving an organization's IT service management system.

ISO 20000 benefits

Certifying the SMS / ITSM system in accordance with ISO/IEC 20000-1 can bring the following benefits to your organization:

  • Improve,  streamline processes and  increase effectiveness;

  • Ensuring a controlled, consistent and high-quality delivery of services, internally and externally, to extended networks and end customers;

  • Demonstrate the company's commitment to maintaining a service  reliable;

  • Increase employee satisfaction and productivity;

  • Leverage a proven set of best practices;

  • Better alignment between business objectives and support services, reducing risks and improving communication between business areas;

  • Provide confidence and improve customer satisfaction, which in turn can lead to increased business opportunities.


PGM can help you establish a Service Management System (SGS) that will guarantee the foundation of an evolving system that allows for the continued adequate provision of services.


Basic overview of the ISO 20000-1 implementation process:

  • PHASE I Gap Analysis (if necessary)

  • PHASE II Introduction to the standard, Process Mapping and Planning

  • PHASE III Risk assessment and establishment of controls

  • PHASE IV SMS Development

  • PHASE V Rollout Training and Informal Assessment

  • PHASE VI Review by Management and Internal Audit

  • PHASE VII Certification Audit

The set of services available are:

  • Consulting in the implementation and certification of a Service Management System (SMS)           (ISO 20000-1);

  • Internal Audits of the Service Management System;

  • Customised training.

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