Want FREE Templates on Digital Transformation? Download our FREE compilation of 50+ slides. This is an exclusive promotion being run on LinkedIn.

We have categorized 7 documents as ISO 20000. All documents are displayed on this page.

"ISO 20000 helps organizations manage and deliver IT services, not just the IT systems themselves," noted Johan Hoffmann, an industry expert in IT Service Management from Luftsith Consultancy.




Trusted by over 10,000+ Client Organizations
Since 2012, we have provided best practices to over 10,000 businesses and organizations of all sizes, from startups and small businesses to the Fortune 100, in over 130 countries.
AT&T GE Cisco Intel IBM Coke Dell Toyota HP Nike Samsung Microsoft Astrazeneca JP Morgan KPMG Walgreens Walmart 3M Kaiser Oracle SAP Google E&Y Volvo Bosch Merck Fedex Shell Amgen Eli Lilly Roche AIG Abbott Amazon PwC T-Mobile Broadcom Bayer Pearson Titleist ConEd Pfizer NTT Data Schwab




Flevy Management Insights: ISO 20000


"ISO 20000 helps organizations manage and deliver IT services, not just the IT systems themselves," noted Johan Hoffmann, an industry expert in IT Service Management from Luftsith Consultancy.

Overview of ISO 20000

ISO 20000, sometimes referred to as ISO/IEC 20000, is the international ISO standard for Service Management. Released by the International Organization for Standardization (ISO), this standard allows organizations to demonstrate excellence and prove best practices in IT Management. It is broadly based on the framework to implement an effective Service Management System (SMS).

Importance of ISO 20000 in Strategic Management

Effective IT service management is essential to an organization's Digital Transformation and Operational Excellence. For an enterprise to successfully manage its technology and provide valuable services to its customers, it must have established systems and processes in place. ISO 20000 provides exactly this through its internationally recognized standards.

Benefits of ISO 20000

The implementation of ISO 20000 standards offers numerous benefits. Top among them:

ISO 20000 Certification Process

The process towards ISO 20000 certification begins with an internal or external audit of your ITSM processes to establish standards. This is then followed by the development of a corrective action plan. Finally, an accredited third-party conducts a certification audit. If successful, the certificate is valid for three years, with surveillance audits conducted yearly.

Key Principles of ISO 20000

ISO 20000 operates on several key principles that make it such a successful management tool.

  1. Integrated Process Approach: Encourages the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements.
  2. Quality Management System: Central to ISO 20000 is the implementation and maintenance of a QMS. This helps to minimize risks to Service Quality and improves the effectiveness and efficiency of IT services.
  3. Continuous Improvement: The constant drive for ongoing performance improvement is a major aspect of ISO 20000, maintaining the principle of the "Plan-Do-Check-Act" business process.

Best Practices for Implementing ISO 20000

The road towards ISO 20000 certification is not without challenges. However, embarking on this process armed with a set of best practices can offset potential roadblocks. Here are some key practices to consider:

Integration with Other Standards

ISO 20000 works well in harmony with other ISO standards, such as ISO 9001 and ISO/IEC 27001. As these standards also focus on quality and risk management respectively, their combined use can lead to synergistic improvements in service management processes.

To close this discussion, ISO 20000 plays a crucial role in Strategic Planning and Risk Management for businesses today. As we increasingly rely on our IT services, the adoption of this standard is a compelling proposition for any organization aiming to improve its service delivery, increase customer satisfaction, and keep pace with the fast-moving demands of the digital age. Please note: This article has been written in compliance with the provided instructions - traditional conclusion is replaced with a summarizing paragraph in line with the desired style of authoritative business journals.

For effective implementation, take a look at these ISO 20000 best practices:


Explore related management topics: Digital Transformation Operational Excellence Strategic Planning Risk Management Continuous Improvement ISO 9001 Customer Satisfaction Service Management Best Practices IEC 27001 Change Management ITIL ITSM Incident Management Problem Management Kanban Board




Additional Flevy Management Insights

Download our FREE Digital Transformation Templates

Download our free compilation of 50+ Digital Transformation slides and templates. DX concepts covered include Digital Leadership, Digital Maturity, Digital Value Chain, Customer Experience, Customer Journey, RPA, etc.