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Readiness Advisory

ISO/IEC 20000-1 Readiness

Align your IT service management practices to ISO/IEC 20000-1:2018 and prepare for certification of your service management system.

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Overview

Service management that meets the standard.

ISO/IEC 20000-1 is the international standard for IT service management, demonstrating that you deliver and improve services to defined, repeatable quality.

We assess your current ITSM practices, close gaps against the standard, and prepare your service management system for certification.

What’s covered

What we assess and prepare.

Service management system

Governance and planning.

Service delivery

SLAs, capacity and continuity.

Relationship & supply

Business and supplier management.

Resolution processes

Incident and problem management.

Control processes

Configuration and change management.

Who needs this

Who benefits most

Who this engagement is designed to support.

IT service providersDemonstrating ITSM quality.

Managed service providersClient SLAs.

In-house IT departmentsService maturity.

Outsourcing vendorsContractual ITSM standards.

ITIL-adopting organisationsCertifiable validation.

Any IT-service orgSMS certification.

Regulatory drivers

Why this is required

ISO/IEC 20000-1 certifies your IT service-management system and is often required in managed-services and outsourcing contracts; readiness builds the service-management processes the standard requires.

ISO/IEC 20000-1

The service-management standard you are preparing to certify against.

Outsourcing & MSP contracts

Certification is frequently a tender and contractual requirement.

ITIL alignment

20000-1 formalises the service-management practices many organisations already follow.

How we work

A structured path, start to finish.

An orderly lifecycle designed for a credible, defensible result.

Scoping & SMS boundary

Defining the service-management system scope and services.

Gap analysis

Assessing current state against ISO/IEC 20000-1.

Process design

Designing the service-management processes required.

Documentation & controls build

Building the documentation and controls.

Internal audit & review

A full internal audit and management review.

Certification handoff

Preparing for and supporting the certification audit.

What you receive

Documentation built for every audience.

SMS gap assessment reportYour posture against ISO/IEC 20000-1.
Service-management roadmapA sequenced plan to close gaps.
Process & policy templatesSMS documentation to build on.
Implementation trackerProgress tracked to readiness.
Mock audit & readiness sign-offA dry-run audit before certification.

Standards & frameworks

This work maps to the standards and regulatory requirements relevant to you.

ISO/IEC 20000-1:2018ITILISO 27001 (mapping)

Checklist

Are you ready? A quick checklist

What to have in place before we begin.

SMS scope defined

Service catalogue documented

SLAs defined

Incident / problem processes

Change & configuration management

Capacity & continuity plans

Supplier management

Target certification date set

FAQ

Common questions

Is this the same as ITIL?

Not quite. ITIL is a best-practice framework of guidance, while ISO/IEC 20000-1 is the certifiable standard you can be independently assessed against. ITIL practices help you meet the standard’s requirements, and we align the two so your existing ITIL investment counts toward certification.

Do we need mature processes already?

Not necessarily. We meet you wherever you are — whether your service-management processes are informal or already well-established — and build them toward the standard’s requirements. The gap assessment at the start shows exactly how far you have to go and what to prioritise.

Can it integrate with ISO 27001?

Yes. ISO 20000-1 and ISO 27001 share the same high-level management-system structure, so they integrate cleanly. We can run an integrated programme that builds both systems together, sharing documentation, internal audits and management reviews to reduce duplicated effort.