Facilitating GRC Best Practice
Supported Standards:
ISO 31000
BS 10500
ISO 19600
ISO/IEC 38500
ISO/IEC 27001
ISO/IEC 22301
ISO/IEC 20000
Balanced Scorecard
Consultancy Topics:
IT Governance
IT Risk
IT Compliance
Information Security
Business Continuity

ISO 20000 Implementation

IT Service Management

Analytix IT Service Management consulting services will assist you to establish or improve your IT Service Management programme.

Implementation of ISO/IEC 20000:2011 Requirements

Our certified and experienced consultants will assist you to align your IT service management practices with the requirements of the international standard for IT service management, ISO/IEC 20000:2011.

IT Service Management System

We provide the technical expertise and project management capabilities needed to plan, establish, implement, operate, monitor, review, maintain and improve an IT Service Management System that will:

  • Improve IT Service Management
  • Improve Customer Focus
  • Provide reliable, consistent and cost-effective services, giving competitive advantage
  • Improve overall reputation and perception of IT 
  • Shift the balance towards proactive processes
  • Improve inter-departmental relationships by giving clarity on “who does what” and common goals
  • Utilize a framework for staff training for automation of service management.
  • Preparing for certification from a third party certification body
  • Reduce the time it takes to resolve a call
  • Provide intelligent and meaningful reporting to management
  • Measure IT Service Management using Key Performance Indicators.

Our consultants follow a phased approach that makes provision to design and establish the IT Service Management System, taking into consideration the following ISO/IEC 20000:2011 requirements:

  • The ISO/IEC 20000:2011 standard’s Requirements for a management system
  • Management responsibility
  • Documentation requirements
  • Competence, awareness and training
  • Planning and implementing service management
  • Plan service management (Plan)
  • Implement service management (Do)
  • Monitor, measuring and reviewing (Check)
  • Continuous improvement (Act)
  • Planning and implementing new or changed services

ISO/IEC 20000-1:2011 - Information technology -- Service management -- Part 1: Service management system requirements

ISO/IEC 20000-1:2011 is a global service management system (SMS) standard that describes the requirements for an information technology service management (ITSM) system. It specifies requirements for the IT service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements. The standard was developed to mirror the best practices described within the IT Infrastructure Library (ITIL) framework. ISO 20000 also supports other frameworks, such as Microsoft's Operations Framework.

  • ISO/IEC 20000-1:2011: Information technology -- Service management -- Part 1: Service management system requirements
  • ISO/IEC 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1. ISO/IEC 20000-2:2012 enables organizations and individuals to interpret ISO/IEC 20000-1 more accurately, and therefore to use it more effectively


ISO/IEC 20000-1:2011 can be used by:

  • An organisation seeking services from service providers and requiring assurance that their service requirements will be fulfilled
  • An organisation that requires a consistent approach by all its service providers, including those in a supply chain
  • A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements
  • A service provider to monitor, measure and review its service management processes and services
  • A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS
  • An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011

The following areas and their processes of the Service Management System lifecycle should be covered in terms of design, documentation and establishment as required by the ISO/IEC 20000:2011 Standard:

  • IT Service Management System Manual    
  • Service Management Policy
  • Management Responsibility for IT Service Management
  • Service Management Governance of Processes
  • IT Service Management Documentation Management
  • Design and Documentation of the following IT processes:​
    • Resolution Processes    
      • Incident Management
      • Service Request Fulfillment
      • Problem Management
    • Service Delivery Processes    
      • Service Level Management
      •     Service Reporting
      •     Information Security Management
      •     Service Continuity Management
      •     Capacity Management
      •     Availability Management
      •     Financial Management for IT Services (Budget & Accounting for Services)
    • Control Processes    
      • Change Management
      • Configuration Management
      • Release and Deployment Management
    • Relationship Processes    
      • Business Relationship Management
      • Supplier Management


Our ISO/IEC 20000 aligned IT Service Management consultancy delivers real business benefits:

  • Achieve international best practice standards of IT service management
  • Develop IT services that are driven by and support business objectives
  • Integrate people, processes and technology to support business goals
  • Put in place controls to measure and maintain consistent levels of service
  • ISO/IEC 20000 is compatible with ITIL to support continual improvement