ISO/IEC 20000-1 service management consulting.
We help IT service providers build a service management system that meets ISO/IEC 20000-1:2018 and prepare for certification.
Deliver IT services consistently, with SLAs you can measure.
Without defined processes, incidents, changes and requests are handled differently every time. IT outsourcing contracts also often ask for an ISO/IEC 20000-1 certificate.
ISO/IEC 20000-1:2018 specifies requirements for a service management system (SMS): how an organisation plans, designs, delivers and improves services. It is often used alongside ITIL practices, but certification is against ISO/IEC 20000-1 itself, by an accredited certification body.
Why ISO 20000 matters
- Consistent service quality Defined processes for incidents, changes and requests.
- Measurable SLAs Service levels that customers and teams can track.
- Fewer disruptions Change and capacity management that reduce unplanned outages.
- Tender readiness A certificate often requested in IT outsourcing contracts.
How we deliver ISO 20000
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Step 1: Service cataloguing
Document services, dependencies and availability targets.
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Step 2: SLA definition
Agree measurable response and resolution targets and escalation rules.
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Step 3: Incident and request processes
Set up classification, escalation and root cause analysis.
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Step 4: Change management
Introduce change approval, testing and rollback procedures.
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Step 5: Capacity and continuity
Plan capacity and continuity for the services in scope.
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Step 6: Internal audit and certification
Audit the SMS, close findings and support the certification audit.
Trusted by
- Kavayah Cloud LLC.
- VirtueServe R&D Pvt. Ltd.
- Middleware Lab Inc.
- York IE Inc.
- Davinci Inc.
- Therapz Inc.
- Clouds Analytics Inc.
- RedKite Network LLP
- Yuva Infocare Pvt. Ltd.
- Fidelity Life Science
- Safebooks Global Pvt. Ltd.
- Xenett
- Cyfonix Pvt. Ltd.
- Interstride
- Symbion Coding Inc.