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ISO 20000 certification covers the management of IT Service Management (ITSM). The Standard fits with the other ISO Quality Management Standards. In fact, it takes a similar approach to the Quality Management Standard, ISO 9001. However, the ISO 20000 Certification assists your organisation with a focus on IT management. Specifically, ISO 20000 provides you with the management tools for…

  • Benchmarking how your IT services are delivered.
  • Service Design management of Service changes
  • Measure your service levels with a view to improvement.
  • Service reporting.
  • Capacity Management.
  • Service continuity & testing.
  • Budgeting & IT asset management
  • Information Security.
  • Assessing the performance of service levels provided by your organisation.
  • Understanding of, and meeting, the requirements of your customers.

This Standard developed from best practice in management and the IT industry. As a result, successful ISO 20000 Certification will help your business improve. That is because it helps your business develop consistent and well organised management practice. You will be able to achieve your business aims as well as apply management methods to ensure continuous improvement. This standard will enable you to get away from ‘firefighting’ and achieve planned and consistent management of your business.

What is ISO 20000?

The term “Service” as used in the ISO 20000 Standard identifies the services within the scope of the ITSM. The organisation which manages the ITSM can be part of a larger organisation, for example, a corporate department. An entire organization can also be a service provider of an ITSM. So, under this flexible scope, your business can easily find ways to meet the Standard, taking account of your particular business niche and service type.

As a consequence of the flexibility of the type of organisation providing ITSM, there is also the need for flexibility around the requirements of ISO 20000. Therefore, provision is made in the Standard so that if a requirement is not applicable, it can be considered as a justified exclusion. This helps your organisation tailor the requirements of the standard to meet the particular circumstances of your business.

The IT Service Management Standard specifies the requirements for organisations to develop, implement, maintain and continually improve a service management system. Once established, ISO 20000 provides a platform for you to provide service management through fact-based decisions. The Standard provides you with the tools and processes to measure the way your business works and to measure your performance. Requirements specified in ISO 20000 also include the planning, design, transition, delivery and improvement of services to meet your customers’ service requirements and deliver good value through that service. As a result, you can look at your own organisation with a view to improving efficiency and performance. Furthermore, that can lead to improved customer care, meeting customer requirements, and other aspects of improved business performance.

Quality IT Service Management is crucial to improving the IT driven segments of your business, or indeed your whole business. ISO 20000 is relevant to any business that is serious about its IT Service Management.

Intense pressures…

Intense competitive pressure within the IT industry places difficult constraints on business. Unsurprisingly, in tough business conditions, IT organisations are trying to reduce costs, speed up supply chains and improve service provision. In addition, there are pressures for companies to stay ahead in the technology race and the service development process. These factors, market pressure and other challenges, have put a heavy emphasis on the effective management of resources and service provision.

These challenges sometimes obscure the path to improvements. ISO 20000 makes you stand back and review your business with a wider scope. ISO 20000 has been driven by best practice in Service Management. The Standard provides the management processes that you can use to develop fact-based management of your services. The Standard acts as a foundation to structure IT Service Management. In effect, it helps you manage with a view to improving your service provision, as well as your profitability.

You must demonstrate…

The requirements of the standard follow well established management ideas. To be successful with ISO 20000 Certification, your management system must meet the requirements of the Standard. Those include the following requirements…

  • A clear focus on, and understanding of, Customer requirements.
  • Trained, qualified and competent employees in all work processes.
  • A process-based approach and effective working systems to support that approach.
  • Management commitment to continuous improvement within the scope of ITSM.
  • Managing and mitigating business Risks and meeting business Objectives.
  • Where problems arise, employees can quickly identify, investigate and correct them.
  • That corrected problems conform to the standard so as to prevent reoccurrence.
  • External independent UKAS accredited Assessment provides an external reality check on the improvements in the business (including annual surveillance visits).

Improve your business with independent assessment

ISO 20000 can drive forward ITSM. Certification will help your organisation improve your services. The Standard enables you to develop a consistent approach to your service delivery. You will be able to develop a fact-based management structure centred on evidenced decisions and proper planning. There is also a focus on meeting the needs of your customer. In the process of implementing ISO 20000, you will be able to gather evidence to measure your performance and make improvements and move forward in a measured way.

Through ISO 20000 you create a framework from which an independent Assessor can assess your organisation for Certification.  Based on that framework, you will also have performance measures to demonstrate your continuous improvements and to show how you meet customer requirements.

Independent assessment allows your organisation to provide customers with assurance that your service provision meets the requirements of ISO 20000. Furthermore, it demonstrates you are working to continuously improve those services and better meet of your customers.

Benefits of ISO 20000?

In the context of modern challenges in the business environment, ISO 20000 confers a number of benefits on organisations that gain Certification. Some of the benefits are set out below…

  1. Customer relationships

    Manage your Customer relationships better as well as improve your Service provision. Your business improvements and the improved feedback through ISO 20000 helps you deliver better customer service.

  2. Improved Service provision.

    You will manage service changes more effectively through well defined and consistent work processes. Customers respond well to consistent delivery and service improvements.

  3. Reduced IT Service-related Risks.

    Fact-based decision making enables better business prediction. As a result, you will be better prepared to meet service risks and changes in your industry if you measure your performance.

  4. Manage service changes effectively.

    Decision making in any business is difficult and may need experimentation. However, if you know your business better, you can make better predictions. Service changes are easier when backed by solid business evidence. ISO 20000 provides the background to build that information.

  5. Understand your legal and other requirements – then manage them.

    Every business has legal constraints and responsibilities. Complex regulation is challenging and you may find yourself firefighting legal situations. ISO 20000 helps you organise and monitor legal risks. Remember, being ahead in legal terms saves a lot of time and expense.

  6. Improve and Protect your Reputation.

    Being legally prepared helps you look ahead and see problems and issues in advance. In the IT industry, where security and privacy issues have big legal impacts, your customers will also thank you. Your planning and awareness will enable you to point out problem areas on their behalf. One way to develop great customer relations is to help them stay ahead of problems.

  7. Invest in getting it right first time, every time.

    Your customers are the most important part of your business. ISO 20000 focuses your ITSM on the customer. The evidence shows that the Standard provides you with internal organisation and information to save on wasted time and unnecessary actions. Furthermore, it helps your business focus and reduces risks. Well focussed, risk reduced, responsive services that meet their needs lead to satisfied customers. Achieving ISO 20000 will be an investment in your future and in customer satisfaction.

Why You need it?

IT Service Management lies at the heart of most organisations. All requirements of this International Standard are generic and applicable to all ITSM organisations, regardless of type, size and information. ISO 20000 covers your IT Service Management responsibilities and helps you manage in an organised and consistent way. Greater customer satisfaction, better operations and reduced risk all lead to a better business.

At CHARTER 4 we provide a complete service to assist your business to implement ISO 20000. In fact, we go further than that. Our emphasis is focused on your business success. Consequently, we go the extra distance to ensure that you,  “Improve your business, rather than just comply with the standard”. Working toward a management standard takes money, time and a significant commitment. It is not for the faint-hearted, but it also returns good rewards. Therefore, we ensure that not only will you be successful in your aspiration, we will also work with you to make sure you get a return on that investment. CHARTER 4 can help your business take a big step forward.

If you would like to know more about our unique approach to management standards and how we can help you capitalise on your success, click one of the buttons below. 

ISO 20000 IT SERVICE MANAGEMENT STANDARD - Technician working at a server cabinet - Image.
Certification with Charter 4 – the Business Benefits
  • Improve, rather than just comply.
  • Full service and ongoing support to compliment your resources.
  • Build on your Processes & Systems (no standard templates).
  • Help defining your Best Practice.
  • Certification by independent UKAS accredited Assessors.
  • 100% Success & guaranteed support until Certification.
  • Help to get Government Grant (when available).
  • Flexible support to complement your resources.
ISO 20000 certification enabled us to consistently deliver good service with continual improvements. We also make better decisions based on evidence and good practice. But, the biggest benefit is outstanding. We give our customers what they really want – a service they can trust that provides the support they need.