The international standard that proves your IT services are managed to the level enterprise clients and government actually require.
ISO 20000 is the international standard for IT service management. Based on ITIL best practices, it gives IT service providers a framework for delivering consistent, measurable service — and the certification to prove it to demanding clients.
Book a Gap AssessmentThe scope of ISO 20000:2011
- Service design and transitionEstablish formal processes for designing new services, managing changes, and transitioning services into live operation without disrupting existing customers.
- Incident, problem, and request managementBuild the processes that handle incidents fast, eliminate recurring problems at root cause, and fulfil service requests consistently.
- Service level managementDefine, agree, monitor, and report service levels for every service you deliver — and establish the review cadence that keeps performance on track.
- Continual service improvementImplement the measurement, review, and improvement processes that make your service management system stronger over time.
The business case
Many large organisations and government entities in the GCC require ISO 20000 certification from IT service providers and managed services companies.
ISO 20000 certification validates that your ITIL-based service management approach meets an internationally recognised standard — not just internal best practice.
Structured incident, problem, and change management processes cut the frequency and duration of service disruptions — directly improving client satisfaction and reducing cost.
In a crowded IT services market, ISO 20000 certification is tangible proof of service management maturity that competitors without it cannot claim.
The certification journey
Most firms hand you a document pack and leave. We stay with you from gap assessment through certification — and beyond.
We audit your current operations against the standard's requirements and show you exactly where you stand.
We build your management system — policies, procedures, process maps — tailored to how your business actually works.
We work alongside your team on the ground to embed the system into daily operations and train your people to own it.
We run a full internal audit cycle, close any gaps, and make sure you're ready before the certification body arrives.
We support you through the certification audit — and stay available for surveillance prep and continuous improvement after.
Ready to get certified?
Book a gap assessment and we'll show you exactly what it takes.
Book a Gap Assessment