DIN EN ISO/IEC 20000-1 — IT service management (ISO 20000 / 20000-1)
ISO 20000 is the family of standards for IT service management systems; certification specifically uses ISO/IEC 20000-1. This page covers both names together because they are often used interchangeably in practice.
What does the standard cover?
The standard requires a service management system that plans, delivers and monitors IT services through clearly defined processes. It is closely aligned with ITIL but is an independent certifiable standard. Its focus is demonstrable service quality and compliance with agreed service level agreements (SLAs) for internal and external customers.
Who is the standard relevant to?
- IT service providers seeking to demonstrate service quality under ISO 20000 / 20000-1
- IT departments seeking certification of established ITIL processes
- Companies whose customers require binding SLAs and certified service management
Our services
Developing the service management system
We develop an ISO 20000-1 service management system based on your existing ITIL processes.
Defining SLAs and metrics
We define service level agreements and metrics that let you demonstrably manage service quality.
Certification support
We support you through to ISO/IEC 20000-1 certification.
The certification process
- 1Analysis of existing IT service processes and ITIL maturity
- 2Developing the ISO 20000-1 service management system
- 3Defining SLAs and metrics
- 4Certification audit with our support
DIN EN ISO/IEC 20000-1 implementation in your business
We assess your current maturity and draw up a realistic roadmap, free of charge and without obligation.
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