ISO 20000 Certification
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.

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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.


Here are the top 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.


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  • Company Information

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  • Product of Interest

  • Company Information

  • Contact Details

  • Product of Interest

  • Company Information

  • Contact Details


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


What is ISO/IEC 20000:2017?

How does ISO 20000 relate to ITIL?

What is ISO 20000-1?

What is ISO 20000-2?

What is ISO 20000:2005?

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.

How have businesses benefited from ISO 20000?

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3 Steps to Certification

With the help of QMS, the certification process can take as little as 45 days to complete

    Gap Analysis

    A QMS Consultant will visit your Organisation to review and document your current processes and procedures, highlighting any areas that do not meet the requirements of the Standard.

    3 Step Certification


    Now its time to make sure any required process or procedural changes are made, as highlighted in the Review. QMS can provide templates to assist you in doing this.

    3 Step Certification


    An Auditor must now visit your Organisation to check that the documented processed are being followed and that the necessary changes have been made. Once they are satisfied, you will be rewarded with your certification.

    3 Step Certification

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.

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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.

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    Guide to ISO certification

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

    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

    Standard Overview: ISO 20000

    Overview of the ISO 20000 IT Service Management System Standard

    Understanding the Basics of ISO 20000

    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

    What Information Security Products are Available?

    The QMS International suite of information security products

    The QMS International suite of information security products

    QMS International Company Profile

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

    Checklist for ISO 20000-1:2011 implementation

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


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

    ISO 20000-1:2018 Published

    ISO 20000-1, the Standard for IT Service Management, has been updated. The Standard has been revised with new features and updated guidance, allowing businesses to improve their IT service provision and ensure that their processes is in line with modern techniques and expectation



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