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ITIL and ISO 20000


ITIL provides guidance on what should be done in order to offer users adequate IT Services to support their business processes. ITIL qualifications are available for individuals but until recently there was no way for an IT organization to prove that it is working along the ITIL recommendations.

The ISO/IEC 20000:2011 standard (abbreviated to ISO 20000 in this wiki) was conceived to fill this gap. Initiated by the two organizations itSMF and BSI (British Standards Institution), it is modelled upon the principles of ITIL and allows IT organizations to have their IT Service Management certified.

SO 20000 certification implies an IT service organisation is conscious about their customers, committed to service quality, and have implemented number of internal controls that ensures fulfilment of IT Service Level Agreement, and IT availability risks.

Our consulting approaches are simple, easy to comprehend processes - which enables the organisation to achieve what we have learned over the years.

We have implemented ISO 20000 for large IT user organisations that involved Banking, Government organisation, Telecom Operator, Cloud Service Provider, and Access Control Solution Provider.

What makes us unique is our involvement in ensuring IT fulfils business objectives, thereby ensuring IT is achieving service excellence. Some of the other unique features are our IT service catalogue, our IT SLA between business and IT, our comprehensive documentation, 3-Dimension tracking, our performance reports, our insistence on knowledge transfer, and our zero defect ISO 20000 certification - all of these contribute to how we ensure you get better return of your investment.

We can assists you to gain ISO 20000 certification by:

  • Identifying opportunities for improvement;
  • Prioritising IT improvements to achieve the greatest business impact, without pushing you towards particular technologies;
  • Bringing a clear focus to your ITSM/ITIL® project based on our real-world experience to ensure that you stay on track and within budget;
  • Building a convincing business case for ITSM/ITIL with the board;
  • Avoiding the pitfalls (and there are plenty that you need to be aware of);
  • Implementing truly efficient supporting processes that deliver well-defined results and are right for the way your organisation works;
  • Introducing metrics that will clearly demonstrate your success

Our experienced consultants will examine the IT services within your service provider organisation, helping you to better understand the current state of your provision in as much granular detail as necessary and identify the problems that you need to address through the management process. We will then supply you with a detailed report of our findings, which will contain practical steps that you can take to improve your IT services.

Our Approach

We bring our world wide experience in implementing IT service management system (SMS) in line with ISO 20000 requirements.

Phase I – Defining service catalogue

This represents the Service level agreement (SLA)) between business and IT.

Phase II – Determine the scope of implementation

The next phase of ISO 20000 consulting involves defining scope, risk assessment, and gap analysis resulting in determining the scope of risks and implementation.

Phase III – ISO 20000 Documentation

We provide comprehensive, yet easy to read documentation that will enable teams to comply. Each document is followed with templates and communication to perform the task, with ease.

Phase IV – 3 Dimensional Tracking

In this phase we track your documentation, your risks, and your accountability.

Phase V – Performance Monitoring

We verify whether your ITSM transactions are in line with documented procedure and rate them on a scale of 0-100% thereby assuring management that the degree of compliance is achieved.

Phase VI – Internal Audit and Management Review

This is done to ensure completeness of compliance requirements and to verify if there are pending loopholes in the management system.

Phase VII - Registration body certification

This has two stages Stage 1 – Documentation, and Stage 2 – Implementation verification.

Implementation Requirements

The standard - ISO 20000 - is divided into management system controls (Clause 4) and 5 domains (Clause 5 to 9), which is further divided into the following listed implementation requirements:
  • Plan new or changed services
  • Design and development of new or changed services
  • Transition of new or changed services
  • Service delivery processes
  • Service level management
  • Service reporting
  • Service continuity and availability management
  • Service continuity and availability requirements
  • Service continuity and availability plans
  • Service continuity and availability monitoring and testing
  • Budgeting and accounting for services
  • Capacity management
  • Information security management
  • Information security policy
  • Information security controls
  • Information security changes and incidents
  • Relationship processes
  • Business relationship management
  • Supplier management
  • Incident and service request management
  • Problem management
  • Control processes
  • Configuration management
  • Change management
  • Release and deployment management