ISO 20000

IT Service Management

Deliver the highest standards of internal and outsourced IT services.

If you want to provide the highest standards of internal or outsourced IT Service Management (ITSM), you need ISO 20000 certification. This international standard is already widely recognised by the IT industry as evidence of excellence in all areas of IT service provision. Following the ISO 20000 framework will give you a competitive advantage by ensuring your ITSM services are robust, efficient and responsive.

What is ISO 20000? 

ISO 20000 is a framework for businesses wanting to implement a service management system (SMS) and then monitor, review, maintain and improve upon it.

The standard allows businesses to document the design, transition, delivery and improvement of their services and evaluate whether those services are meeting their objectives.

ISO 20000 is especially relevant for business that are seeking assurance that their service requirements will be fulfilled or are looking to establish a consistent approach across its business and supply chain.

The Benefits of ISO 20000

Here are some benefits of using the ISO 20000 framework: 

  1. Adopt an integrated approach to IT service delivery
  2. Deliver consistently high standards of products and services
  3. Reduce process errors and strengthen incident management
  4. Improve response times and reduce interruptions to IT services
  5. Reduce costs and increase revenues
  6. Increase internal and external customers satisfaction
  7. Improve its corporate image and credibility with customers
  8. Increase employee understanding of roles and business objectives
  9. Ensure employees are aware of and comply with relevant laws
  10. Create a culture of continuous improvement among employees
  11. Protect its brand, its assets, its shareholders, and its directors
  12. Retain customers and win new business.

How much does ISO 20000 cost?

The cost of certification depends on several factors. These include your business sector, your annual turnover, and the number of employees you have. We will also need to know if you require any specific industry accreditation, such as from ASCB or UKAS.

However, we are committed to providing you with a cost-effective route to ISO 20000 implementation and certification. That’s why we focus on making certification straightforward. By spending less time creating complex document trails and more time building a risk management system that works for your business, we can save you money.

To find out how affordable ISO 20000 certification and implementation really is, just use our Fee Calculator and we’ll email you a bespoke quote immediately.

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The Requirements of ISO 20000

The ISO 20000 standard uses a structure of 9 clauses which, roughly grouped together, cover four key areas:

  1. Service Management - the processes your business must follow to run a successful IT Service Management System and ensure your IT service provision is integrated. Unlike the other sections, not all areas will be applicable to your business
  2. Issue Resolution - how your business plans to report on, restore and prevent issues that prevent the delivery of your services
  3. Change Management - details on how your business handles changes, both in terms of processes and new or changed services
  4. Management Responsibility and Resource Management - the areas where your management team need to focus on, be involved with and be accountable for. This also includes how resources such as people, infrastructure and facilities must be assigned to ensure the best possible performance

Frequently Asked Questions

What is ISO 20000:2011?

What is ISO 20000-1?

What is ISO 20000-2?

What is ISO 20000:2005?

Find out more

How can QMS help your Business?

The QMS process gets your business certified for success:


Our nationwide team of consultants and auditors has provided certifications to clients ranging from SMEs to blue chip organisations across a broad spectrum of verticals and industries.


Our processes add value at every stage, without taking up unwarranted management time. We commit to providing you with the best possible value for money – including a price promise from the outset, along with the ability to stagger payments at no extra cost.


We remove the red tape and paperwork for you, making the process as smooth and uncomplicated as possible, and ensuring you get the framework that works for you.

A smiling QMS Certification Development Consultant takes a call on his headset

How businesses have benefited from ISO 20000?

Client Testimonials of QMS and the ISO Certification Process

    [The Consultant] was very helpful and could answer all my questions. [He] did give me a lot of additional templates and notes that will help me understand the whole process better, which is great.
    Alice McLaughlin. Philip Goacher Associates

    Originally posted on

    General review

    Excellent first stage

    Excellent service so far. We were a bit unsure of what to expect from the initial meeting but [the Consultant] put us at ease and explained clearly how things would progress.
    Adam Ratcliffe, Managing Director. All Pest Services (Scotland) Ltd

    Originally posted on

    General review

ISO 20000 Certification Process

Our expert consultants will make the ISO 20000 Certification process as straightforward as possible for you. This includes helping your business make any necessary changes to its processes.

Our 3-stage certification process ensures you get the help you need at every step. We can even create your ITSM Manual for you, saving you time and money.

Once you have achieved certification you will need to pass an audit each year. This is to ensure your IT management services continue to meet the ISO 20000 standard. Your first audit will be one year after you receive your certificate.

Once you have achieved certification the certification cycle will commence. This is made up of surveillance and re-certification audits, one of which must take place each year, around the anniversary of your certification. These visits confirm your continued compliance with the Standard and verify the validity of your certification.

Your all-in-one Management System Solution

QMS Connect delivers all the tools you need to achieve and maintain ISO compliance.

With simple navigation, real-time reporting and the ability to modify and update content on the go, QMS Connect keeps you in control. Accessible online via your computer, tablet or smartphone 24 hours a day, QMS Connect helps you manage your ISO Management System in real-time.

QMS Connect helps engage your teams, so that you can capture data that will drive business decisions – increasing repeat business, reducing customer complaints and ultimately saving you both time and money.

A screenshot of the QMS Connect system on various platforms from desktop to mobile

ISO 20000 Resources

    Guide to ISO certification

    Why you should choose QMS to assist your business with ISO certification

    General downloads

    Guide to Information and Cyber Security

    A visual guide to the areas covered by each of the information security products

    A visual guide to the areas covered by each of the information security products

    Information Security downloads

    Standard Overview: ISO 20000

    Overview of the ISO 20000 IT Service Management System Standard

    Understanding the Basics of ISO 20000

    ISO 20000 downloads

    Case Study: IT Services Jersey

    A real life case study of a company that obtained both ISO 27001 & ISO 20000-1 certification

    A real life case study of a company that obtained both ISO 27001 & ISO 20000-1 certification

    ISO 20000 downloads

    What Information Security Products are Available?

    The QMS International suite of information security products

    The QMS International suite of information security products

    Information Security downloads

    QMS International Company Profile

    Find out about QMS, our achievements and some of our clients

    General downloads

    Checklist for ISO 20000-1:2011 implementation

    Understand what ISO 20000-1:2011 requires from your business

    ISO 20000 downloads

Latest ISO 20000 news

At QMS we are constantly updating our approach and process to meet the latest changes in how ISO 20000 and Management Systems in general work.

    Risky business: why an out-of-date management system is a risk

    Don’t let your standards slip with an out of date management system – upgrading is easier than you think.


    How do you manage your management review?

    Make your next management review one to remember with these top tips on how to keep them engaging.


    Context of the Organisation Explained

    An in-depth look at Clause 4 of the Annex SL structured ISO Standards, Context of the Organisation.



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