ISO 20000 – Information Technology – Service Management
IT is essential to delivering today's business. However, concerns are increasingly being raised about IT services, internal and outsourced, not aligning with the needs of businesses and customers.
A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice.
ISO/IEC 20000 is based on and replaces BS 15000, the internationally recognized British Standard.
Benefits
Primarily, ISO/IEC 20000 certification demonstrates that an organization has adequate controls and procedures in place to consistently deliver a cost-effective, quality IT service. Some of the key benefits are listed below.
Business-led services
IT service providers become more responsive to services which are business led rather than technology driven.
Win new business
External service providers can use certification as a differentiator, as it increasingly becomes a contractual requirement.
Better supplier selection
Gives you the ability to select and manage external service providers more effectively.
Efficiency and reliability
More opportunities to improve the efficiency, reliability and consistency of IT services, impacting costs and service.
Regular evaluation
Certification audits enable the regular evaluation of service management processes, which helps to maintain and improve effectiveness.
Fewer supplier audits
The certification process can reduce the number of supplier audits, thereby reducing costs.
ITIL compatible
ISO/IEC 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best-practice guidance for ITSM processes.
How it works
TOV America Process
TOV has a unique approach to certification which complies with the requirements for bodies providing audit and certification of management systems.
Enquiry & quote
Tell us about your organisation, scope and sites. We send a clear, fixed quotation.
Application review
We confirm scope, competence and audit time, then agree the audit programme with you.
Stage 1 audit
Documentation review and readiness check of your management system.
Stage 2 audit
On-site audit of how the system is implemented and how effective it is.
Certification decision
An independent reviewer decides on certification and your certificate is issued.
Surveillance audits
Annual audits confirm the system is maintained and keeps improving.
Recertification
A full re-audit in year three renews the certificate for another cycle.
FAQ
Frequently asked questions
Do we need ITIL to get certified?+
No. ISO/IEC 20000 is compatible with ITIL but is a separate, certifiable standard.
How long is the certificate valid?+
A management-system certificate is valid for three years, with annual surveillance audits to keep it active and a recertification audit before it expires.
How long does certification take?+
It depends on size and readiness. Once your system is implemented, the Stage 1 and Stage 2 audits and the certification decision typically take a few weeks.
Can several standards be audited together?+
Yes. Standards built on the common Annex SL structure, such as ISO 9001, ISO 14001 and ISO 45001, can be audited together in an integrated audit.
How can my customers verify my certificate?+
Anyone can confirm a certificate with our online certificate search using the company name or certificate number.