Offer type: Management system certification

Reference code: ISO_IEC_20000_1

IT service management system: certifiable management of SLAs, change and incident processes.

Scope

ISO/IEC 20000-1 defines requirements for an IT service management system. It systematises processes such as service catalogue, SLAs, change and incident management.

Benefits

• Service quality and SLA visibility
• Management-system language aligned with ITIL-style practices

Typical process

• Current-state / gap analysis
• Policy, objectives and documentation
• Training and awareness
• Internal audit and management review
• Accredited certification audit (where applicable)

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