ISO/IEC 20000


ISO/IEC 20000 is an international standard for managing and delivering IT services, aimed at ensuring quality, efficiency, and effectiveness in an organization’s IT service management (ITSM) system. Developed by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC), it provides a set of best practices and guidelines for organizations to improve and maintain consistent IT service delivery. The standard is based on the ITIL (IT Infrastructure Library) framework and helps organizations become more customer-focused and improve overall performance in IT service delivery.


The phonetics of the keyword “ISO/IEC 20000” are: /ˈaɪ ɛs oʊ / / aɪ ɪi si/ /ˈtuː/ /ˈθaʊzənd/ Pronounced as: “eye-es-oh” “eye-ee-see” “two” “thousand”.

Key Takeaways

  1. ISO/IEC 20000 is an international standard for IT Service Management that defines the requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS).
  2. The standard aims to help organizations consistently deliver high-quality IT services by implementing best practices, improving processes, and demonstrating accountability, ultimately leading to increased customer satisfaction.
  3. Organizations seeking ISO/IEC 20000 certification undergo a rigorous assessment and auditing process to ensure they meet its specifications, showcasing their commitment to providing effective IT service management and enhancing their credibility in the marketplace.


ISO/IEC 20000 is an important technology term as it refers to a globally recognized set of standards for Information Technology Service Management (ITSM). The main purpose of these standards is to help organizations enhance their IT service delivery processes, improve the quality and efficiency of the services provided, and demonstrate their commitment to maintaining a high level of service management.

Compliance with ISO/IEC 20000 demonstrates that an organization has put in place best practices, processes, and procedures to effectively manage its IT infrastructure, ultimately leading to a better user experience, reduced operational costs, and a more productive workforce.

In summary, ISO/IEC 20000 plays a crucial role in helping businesses meet the growing demands of their customers while ensuring continued improvement in IT service management.


ISO/IEC 20000 is an international standard that focuses on enhancing the delivery of Information Technology (IT) services by organizations. Its main purpose is to establish a comprehensive framework for IT Service Management (ITSM), thus enabling organizations to streamline their processes, minimize risks, and ensure the efficient delivery of quality IT services.

Emphasizing the importance of adopting a service-oriented approach, ISO/IEC 20000 fosters a continuous improvement culture and enables organizations to meet evolving customer and business requirements in an increasingly competitive market. By complying with ISO/IEC 20000, organizations can demonstrate their commitment to delivering excellent IT services, improving customer satisfaction, and maintaining the highest level of service quality and reliability.

This standard is applicable to all businesses irrespective of size, industry, or the nature of their IT services, as it provides a ground for best practices aimed at increasing efficiency, reducing costs, and ensuring consistent service delivery. Implementing ISO/IEC 20000 not only enhances an organization’s reputation but also helps them to effectively manage their IT service providers and achieve greater overall business success.

Examples of ISO/IEC 20000

ISO/IEC 20000, also known as the Information Technology Service Management (ITSM) standard, is focused on improving the delivery, quality, and consistency of IT services. Here are three real-world examples of organizations implementing the ISO/IEC 20000 standard:

Tata Consultancy Services (TCS):Tata Consultancy Services, a leading global IT services company based in India, adopted the ISO/IEC 20000 standard to ensure they met the necessary requirements to deliver high-quality IT services across diverse sectors. By implementing this standard, TCS could consistently meet their customers’ needs and continue to enhance their service delivery. The ISO/IEC 20000 certification played a crucial role in helping TCS secure large contracts and maintain its position in the global IT market.

Capgemini:Capgemini, a multinational IT services and consulting company, acquired the ISO/IEC 20000 certification to demonstrate its commitment to service quality and customer satisfaction in their global network. The standardization helped Capgemini to streamline their service management processes and ensured they met customers’ expectations across diverse industries. By adopting ISO/IEC 20000, Capgemini built trust and credibility with their existing and prospective clients and was better positioned to compete in the global IT services market.

Fujitsu:Fujitsu, a Japanese multinational IT equipment and services company, adopted the ISO/IEC 20000 standard to validate its commitment to delivering quality IT services across the globe. The certification process allowed Fujitsu to identify areas for improvement in their IT service management processes and implement necessary changes to maintain consistently high service quality levels. By achieving ISO/IEC 20000 certification, Fujitsu showcased its dedication to continuously improving IT services for its customers and reinforced its competitive advantage as a leading provider in the global IT market.


What is ISO/IEC 20000?

ISO/IEC 20000 is an international standard for IT Service Management (ITSM), which specifies requirements for a service provider to deliver quality IT services to both internal and external customers. It helps organizations develop, maintain, and continually improve their ITSM processes to align with business objectives and meet customer needs.

Why is ISO/IEC 20000 important?

Complying with ISO/IEC 20000 demonstrates that your organization is committed to delivering high-quality IT services and continually improving its ITSM processes. This can lead to increased customer satisfaction, better operational efficiency, and a competitive advantage in the IT services market. Additionally, compliance with the standard helps ensure effective management of resources, reduces risks, and supports the implementation of a continuous improvement culture within the organization.

What is the scope of ISO/IEC 20000?

ISO/IEC 20000 is applicable to all organizations involved in the provision of IT services, regardless of their size, type (e.g., public or private), or the specific sector they operate in. It covers the entire IT service lifecycle, including service design, transition, delivery, and improvement, as well as management system elements such as policy, objectives, and roles and responsibilities.

How does an organization become ISO/IEC 20000 certified?

To obtain ISO/IEC 20000 certification, an organization needs to implement an ITSM system that complies with the standard’s requirements, and have it assessed by an accredited certification body. The certification process typically includes the following steps:
1. Establishing and documenting the ITSM system.
2. Conducting an internal audit to assess conformity with the standard.
3. Addressing any non-conformities identified during the internal audit.
4. Undergoing an external audit by the certification body.
5. Obtaining the certificate if the external audit confirms compliance with ISO/IEC 20000.
6. Maintaining the certification through periodic surveillance audits and re-certification audits.

How long is an ISO/IEC 20000 certification valid for?

An ISO/IEC 20000 certification is typically valid for three years, subject to successful surveillance audits, which usually take place annually. After this period, a re-certification audit is necessary to confirm ongoing conformance to the standard and maintain the certification.

Related Technology Terms

  • IT Service Management (ITSM)
  • Service Level Agreement (SLA)
  • Continual Service Improvement (CSI)
  • Incident Management
  • Configuration Management

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