Phase 1
SMS gap assessment
We review services, processes, tools and current agreements, and measure the gap against the requirements of ISO/IEC 20000-1.
IT governance and management
IT Service Management System (SMS)
We support the implementation of Service Management Systems based on ISO/IEC 20000-1, the standard that formalises how technology services are designed, delivered and improved.
- Typical duration
- 8 to 12 months
- Delivery
- Blended — on site and remote
- Support
- SORT Redmine included
- Integrates with
- ISO/IEC 27001
Objective and scope
ISO/IEC 20000-1 brings to IT services the same logic of management, measurement and continual improvement that ISO/IEC 27001 brings to security. We implement the service catalogue and service levels, incident and problem management, change and release, capacity and availability, and the customer and supplier relationship cycle — all supported by SORT Redmine.
Project phases
Phase 2
Design and implementation
We define the service catalogue, service level agreements, and the incident, problem, change, release, capacity, availability and service continuity processes.
Phase 3
Competence and tooling
We train the teams and configure SORT Redmine as the system of record, workflow and measurement for the processes defined.
Phase 4
Audits and certification
Independent internal audit, handling of findings and support through to the certification audit.
What the implementation includes
- IT service catalogue
- Service level agreements (SLAs)
- Incident and request management
- Problem management
- Change and release management
- Capacity and availability management
- Configuration and asset management
- Supplier and customer management
- Service continuity
- Measurement, reporting and continual improvement
Frequently asked questions
How does it differ from ITIL?
ITIL is a body of good practice; ISO/IEC 20000-1 is a certifiable standard with auditable requirements. They complement each other: ITIL guides the how, the standard defines what has to be demonstrated.
Can it be certified together with ISO/IEC 27001?
Yes. They share the high-level structure, so policy, risk management, competence, internal audit and management review are integrated into a single system, with combined audits.
Is it relevant for a managed service provider?
That is exactly the most common use case: for an IT provider, certification is a verifiable commercial argument in front of its clients.