ISO/IEC 20000-1:2018
IT service management (ITSM).
The only certifiable international standard for IT service management systems. ITIL 4-aligned, delivers measurable operational quality and continuous IT improvement.
Beneficios
Formalized ITIL processes
Incident, problem, change, configuration, capacity and service level management.
Measurable and met SLAs
Service level agreements with objective metrics and continuous stakeholder reporting.
Faster resolution times
Low MTTR from knowledge bases, clear escalations and ticket automation.
Prevention over reaction
Problem management identifies root causes and eliminates recurring incidents.
IT-business alignment
Service catalog translating IT capabilities into value for business areas.
Outsourcing enabler
Frequent prerequisite to provide or contract managed IT services.
Nuestro enfoque
- 01
ITSM diagnosis
Current ITIL process maturity, tools in use (ServiceNow, Jira, Freshservice), roles and governance.
- 02
SMS design
Policy, service catalog, process definition, RACI roles, metrics and reporting.
- 03
Implementation
Tool configuration, agent training, adoption campaigns, SLA tuning.
- 04
Audit and certification
Operational evidence verification, internal audit and certification support.
Preguntas frecuentes
ISO 20000 vs ITIL?
ITIL is a best-practice framework (not org-level certifiable). ISO 20000 is the certifiable standard that audits implementation of those practices.
Which ITSM tools do you support?
ServiceNow, Jira Service Management, Freshservice, Zendesk, GLPI, and others. We adapt the design to your existing tool.
Useful for small companies?
Yes from ~10 IT staff. We scale formality to size. For <50 employee companies, ROI comes from reducing operational friction.
Does it integrate with ISO 27001 and 42001?
Perfectly. The "service management" clause is common. We design integrated management systems (ISMS + SMS + AIMS) with combined audits.
Ready for the next step?
Book a free initial consultation. We deliver a quick assessment with no strings attached.
Let's talk