Frameworks · ISO/IEC 20000-1:2018
ISO/IEC 20000: certify your IT service management system.
We prepare and support your organization to certify ISO/IEC 20000-1 — with an IT service management system that sustains quality.
Who it applies to
ISO/IEC 20000 applies to organizations that provide or operate IT services and need to demonstrate quality, control and continuous improvement to customers or internally.
What the framework requires
The standard requires an IT Service Management System (SMS): a service catalog and service levels (SLAs), and processes for incidents, changes, problems and continuous improvement.
SMS clauses
Catalog and SLAs
Service processes
Continuous improvement
Risks of not acting
- Providing IT services without agreed levels or control.
- Incidents and changes managed in an improvised way.
- Being unable to demonstrate service quality to customers.
- Losing traceability between services, assets and agreements.
The i-Prot proposal
We design and implement the SMS: service catalog, SLAs, incident, change and problem processes, and continuous improvement. We prepare the organization for certification, integrated into the CGF cycle.
How we work with this framework
Assessment and scope
Catalog and SLAs
Service processes
Internal audit and review
Certification and improvement
Deliverables
- Gap analysis
- Implementation plan
- Controls matrix
- System documentation
- Evidence
- Internal audit
- Management review
- Roadmap
How it connects with CGF
CGF uses ISO/IEC 20000 as a source of requirements. This framework mainly covers the Design, Implement, Operate & measure, and Improve stages of the cycle.
See the CGF methodology →
Complyze and ISO/IEC 20000
Complyze connects services, assets (CMDB), incidents and agreements, and keeps the SMS status visible over time.
Frequently asked questions
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