ISO 20001 – IT Service Management Standard

IT is essential to delivering today’s business. However, concerns are increasingly being raised about IT services, both internal and outsourced, not aligning with the needs of businesses and customers.
A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice.
ISOIEC 20000 is based on and replaces BS 15000, the internationally recognized British Standard.

Some of the key benefits are listed below:

  1. IT service providers become more responsive to services which are business led rather than technology driven
  2. External service providers can use certification as a differentiator and win new business as this increasingly becomes a contractual requirement
  3. Gives you the ability to select and manage external service providers more effectively
  4. More opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service
  5. Certification audits enable the regular evaluation of the service management processes, which helps to maintain and improve effectiveness
  6. The certification process can reduce the amount of supplier audits, thereby reducing costs
  7. ISO/IEC 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best practice guidance for ITSM processes


We are experts in training as well as assessment and have a network of public and in-house courses dedicated to teaching you the skills you need before, during and after registration to the standard.From a one-day introductory course to implementation training or auditor courses, our network of public and in

company training can help you at every stage of the process. Our experience of how organizations of all types and sizes relate to the standard is unequalled – and we can deliver the training you need for understanding, implementing, assessing and certifying your IT service management system. We offer a comprehensive programme of training courses covering every aspect of ISO/IEC 20000 for:

  • Delegates who are new to ISO/IEC 20000 and IT service management systems
  • Courses in awareness, understanding and implementing a new system
  • Delegates who need to audit and improve an existing system
  • Courses in auditing, assessing and improving an existing system