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IT systems today are a critical resource to any business no matter their size or industry. They hold the most important strategic asset an organization has at its disposal as they depend more and more on technology to promote and deliver their products to the market.However, concerns are increasingly being raised about IT services, internal and outsourced, not aligning with the needs of businesses and customers.Therefore, a right set of support processes and management needs to be in place to become successful.

Nowadays, organizations adopt a systematic approach to improve their IT service systems to fulfill their need for cost-efficient, reliable and effective IT service management practices. A well-managed IT services system always forms as the backbone of business success.

The main objective of this standard is to enable every organization to establish, implement, maintain and improve their Information Technology Service Management System.

The adoption of ISO/IEC20000, the worlds first international standard for IT Service Management has grown rapidly and it has become a competitive differentiator for delivery of IT services.ISO/IEC20000 is a process-based approach designed for continual improvement and is split into distinct parts:

1. ISO20000-1: The specification

This part outlines the requirements for a service provider to set up an IT service management system to deliver managed services.It is relevant to those responsible for initiating, implementing or maintaining ITSM in their organization.

2. ISO20000-2: The code of practice

This part details the best practices for the processes defined within ISO 20000-1

3. ISO20000-3: The scope

This part gives a detailed guidance on scope definition and applicability of ISO/IEC 20000-1 for an organization. It provides vital information on defining a scope for an ITSMS, as well as provides information on implementing an ISO 20000-1 SMS.

4. ISO20000-4: The process reference

The process reference model (ISO 20000-4:2012) helps you develop a process assessment model according to ISO/IEC 15504 process assessment principles.The reference model contains easy to understand, fully adabtable process and document templates in popular formats like Microsoft Vision, Excel and Word.

5. ISO20000-5: The implementation

The standard is based on key processes ranging from service level management reporting, budgeting and accounting for IT services, to information security, supplier, incident, change and release management.ISO 20000 can help your organization benchmark its ITSM, improve its services, demonstrate an ability to meet customer requirements and create a framework for independent assessment.

Requirements for ISO 20000

In the environment of ISO standards, the term certification refers to a well-defined set of functional part for that organization through a recognized and robust route to achieve it. Though support structures are in place, all throughout, some organizations do opt for compliance rather than the certification route though both of these, however, deliver substantial benefits in each terms. Considering the vital importance of IT for an organization, it is necessary that both internal and external IT services are aligned with the needs of your business and customer requirements

The standard ISO/IEC 20000:2018 only defines a set of requirements which needs to be fulfilled in order to be ISO 20000 certified. Hence, there is no short answer to the question "What it you say “We are ready for certification”, there are few important steps that must be taken care of, and fulfill them before beginning with the certification process. They are,

Getting Ready: We would say that, the vital prerequisites before beginning the ISO 20000 certification project is to get the management’s support, budget, and other resources ready. Some of the crucial parts that needs to be taken care of before facing a certification body are:


ISO 20000-1 are the requirements for the ITSMS and they all need to be implemented. The emphasis is that, the organization

Apart from any detail pertaining to implementation of the ITSMS, ISO 20000-2 can helps you clarify the details of the requirements. However, ITIL becomes handy and provide you sufficient details as to know-how. We strongly suggest you to take care of only what is necessary to fulfill the standard’s requirements and make the SMS useful.


The ITSMS, being complex, it does involve a bit deep into business routines and encompasses all of your workforce to be aware of. Therefore, every individual involved in the ITSMS need to be trained to equalize the level of knowledge, i.e., traibcert trainer with the needed training material enable a better understanding of the SMS, its functionalities, and the benefits it provides to the teams.

Internal Audit:

It is one of the audit program conducted internally to ensure that the implementation of ITSMS fulfills the requirements of the standard. The major aim of such an audit is to identify the weak points of the SMS before the certification process is commenced. Close the gaps identified during the initial ISO 20000 assessment - this is usually the most time-consuming part of an ISO 20000 certification initiative, because (depending on the level of compliance found during the initial assessment) a considerable number of processes may need to be modified or introduced.

Management Review:

Management review is the place where important decisions for the SMS are made and the SMS Manager’s work is assessed. It is crucial that you actively involve your management to have their contribution as well as to have them present in the most important decisions, in relation to the implemented SMS.

Corrective Measures:

ISO 20000 mandates Management review and internal audit as they are vital towards functioning of the ITSMS. To confirm the functionality of the SMS implemented, defining a corrective measure is one of the best and logical way after performing the internal audit.

Why ISO 20000 is important?

For an organization to function effectively it has to identify and manage various activities that are linked together. Efficient management of such activities using resources are needed to enable the transformation of inputs into outputs which is described as a process. In an organization, a lack of complete control over their IT processes and services can be lost due to improper or incomplete documentation of the procedures resulting on a direct impact over the continuous improvement. Many organizations do find it difficult to recoup from recurring errors and incidents due to inadequate knowledge management. Therefore, it is extremely important to set a detailed definition of services considering customer demands and customer satisfaction.

ISO 20000 takes a comprehensive approach to IT service management and defines a set of processes required to deliver effective service ensuring your customers that the services you provide will be of the highest quality, and that your operations are as smooth and efficient as possible.ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework, that can – and should be – adapted to meet organizational needs through;

Service Strategy

Strategic analysis, planning, positioning

Service Design

Translates plans to designs to specifications

Service Transition

Ensures design will deliver and can be operated

Service Operation

Manage a service throughout production lifecycle

Continual Service Improvement

Measures performance for maximum benefit

This globally recognized Information Technology Service Management Standard has been designed to shape consistency into the management of IT services and infrastructure, either internal or outsourced, benefiting employees and clients. In a nutshell, ISO 20000 can be used:

  • By businesses that are going out to tender for their services.
  • To provide a consistent approach by all service providers in a supply chain.
  • To benchmark IT service management.
  • As the basis for an independent assessment.
  • To improve services and demonstrate the ability to meet customer requirements.

working along ISO 20000 principles also offers internal benefits for the organization, because the standard is all about supporting the business side with adequate IT services, while providing those services as efficiently as possible.ITSMS Standard and its Certification is applicable to all types of organizations irrespective of size, nature or geography and service management system (SMS) is adopted by all services such as Hospital, BPOs, Education, IT Companies, Health Care, Service Companies, Software Companies, etc. An ISO 20000 certificate is proof that your organization has demonstrated its ability to

  • Be aware of customer needs and respond to these needs.
  • Deliver services which meet defined quality levels.
  • Make use of resources in an economical way.

Certification to ISO 20000-1 IT Service Management ensures that, your day to day service delivery is carried out in a way that drives customer satisfaction through improved service and leads. ISO 20000 also helps organizations to ensure the effective running and delivery of IT services, continually improve processes and drive customer focus.

Benefits of ISO 20000

In a nutshell, ISO/IEC 20000 certification demonstrates that an organization has adequate process controls and support procedures in place to consistently deliver a cost effective and quality IT service to their customers. Some of the key benefits enjoyed by getting ISO 20000 certified are;

  • IT service providers become more consistent in service delivery which are business led rather than technology driven.
  • Gives access to key markets, as ISO 20000 compliance is mandated for every IT service provider.
  • Induces competitive advantage through better alignment of information technology services and business strategy for service improvement.
  • Provides assurance to clients that their service requirements will be fulfilled.
  • Enforces a measurable level of effectiveness and a culture of continual improvement and win new business as this increasingly becomes a contractual requirement.
  • Increased transparency and accountability thereby enabling service providers to monitor, measure and review their service management processes and services.
  • Wider opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service.
  • Achieve regulatory and statutory requirements of legal compliance through management reviews and internal audits thereby leading to overall Improvement of organization reputation in the market.
  • Creation of a stable framework for both resource training and service management to reduce the response time for IT- service delivery.
  • Better accomplishment of safety, quality and legality leading to reduction in risk factors and cost.

Above all, complying to standards provide you with the accolades for competitive edge.

How traibcert can help you?

In today’s business environment, filled with fast-paced changes in technology whether you are continuously improving the quality of your IT Service Management System, an ISO 20000 certification from a trustworthy independent certification body is very essential.At TRAIBCERT an independent accredited body,consist of a pool of highly experienced auditors who possess a great level of expertise in assessing ITSMS requirements implemented by ISO 20000 Controls, ISO 20000 Clauses and all requirements pertaining to the ISO 20000 Standard. Our auditors have extensive knowledge of specific industry sectors, local regulations, markets and languages that enables them to provide solutions adapted to your needs. Through our established worldwide network of professionals, we can provide certification services no matter wherever our clients are ensuring,

  • Continual process improvement of your ITSMS.
  • Clarification of minimum requirements for plans, documentation and records.
  • Effective use of the using a Plan, Do, Check, Act (PDCA) process model.

Whatever processes you currently have in place to constitute your organization’s service management system, we assess for gaps & work around it to improve your IT service management system in accordance with ISO 20000 requirements. We provide preliminary and formal audits against the requirements of the standard that gives you a starting point to build on, prioritizing the areas in need of most improvement.

The Key benefits which our clients enjoy working with us are:

  • A holistic objective based Approach towards the ITSM,
  • Better control of the Process, Flow and improve Business Productivity,
  • Cost Effective Service Provision,
  • Better documentation of the management processes starting from initial audit phase,
  • A Framework for Continual Improvement of each Processes of Service Management,
  • Leadership with Customer Focus

At TRAIBCERT, what we provide is more than just a certificate. We give them the tools to manage their IT systems more efficiently and assist them to address the strategic business value generated by an organization's IT department. We understand the need to deliver high-quality IT services - not only in the back end, but also for customers and their interaction with the IT system and we deliver it as such.

What should I do to get certified?

Contact our team today to receive a free no-obligation competitive quotation from our dedicated business development team. We will devise a comprehensive quote which will be in line with your requirements.

How to transfer your current certificate to traibcert

You can transfer the certificate at any stage to us during surveillance/ re certification.

To transfer any certificate IAF has laid down New rules –

So what I need to DO.

  • Scan a clear copy of the certificate
  • Write to us on and Attach the scanned copy to the mail and send or contact us
  • We will review the details and advise on the further steps within two days.

Certification Process

  • Preliminary audit (optional):
    TRAIBCERT’s experienced and highly-skilled auditors would listen to you and perform an initial assessment of the ITSM management system that is implemented. The audit focuses mainly on the areas of the system that needs further improvements inline with the ISO requirements, in order to achieve the goal of implementing the system. Once identifying and eradicating potential vulnerabilities in the management system, the actual audit in relation to the certification begins.
  • Certification audit:
    This phase is comprised of a stage 1 and stage 2 audit consists of detailed review where, TRAIBCERT’s auditors with expertise and vast knowledge on the industry sectors,assess your documentation and practical application of your ITSM management system to fulfill the certification requirements. We strive to reveal observations that can add value through reduced costs, increased efficiency, and decreased time to market.
  • Issue Certificate:
    Once our highly competent & qualified auditors who are experts in the sector, identifies that your ITSM satisfies the requirements of ISO 20000-1-2018, we TRAIBCERT a leading accredited certification body with expertise in ITSM will Issue the ISO 20000-1-2018 certificate.
  • Surveillance audits:
    Annual surveillance of the ongoing optimization of your processes and ITSM would be carried out to ensure adherence of the system with that of the ISO standards.
  • Re-certification:
    Upon reaching 3 years from the date of issuance of certificate, the maximum validity of the certificate, we will provide full support to your organization towards the re-certification for the net term.