Get audit-ready for ISO 20000
ISO/IEC 20000-1:2018 · IT Service Management System
International standard for IT service management systems, specifying requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS).
ISO 20000What is ISO 20000?
International standard for IT service management systems, specifying requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS).
Who it applies to
IT service providers and managed service organisations asked to evidence service management maturity. Frequently pursued by outsourcers whose contracts reference service levels.
How the standard is organised
A service management system covering the service lifecycle — design, transition, delivery and improvement — closely aligned with ITIL practice but certifiable in its own right.
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ISO 20000 on the Bitkosh platform
The 57 ISO 20000 controls sit in one workspace with gap assessment, evidence collection and your readiness score, and shared controls count towards the equivalent requirement in the other 47 ready frameworks at the same time — so a second framework costs a fraction of the first.
How the platform worksSample controls
Six controls from the platform's control library, chosen because they are the most specific to this framework.
- 8.3.4.2Supplier management - internal suppliers and customers acting as suppliers
Agree documented service levels or arrangements with internal groups and customers who provide parts of a service, and monitor them.
Operation - Relationship and Agreement - 4.2Understanding the needs and expectations of interested parties
Determine which customers, users and other parties matter to service delivery, and record the requirements each of them places on the organization.
Context of the Organization - 8.4.1Budgeting and accounting for services
Budget for and account for the cost of delivering services, monitor costs against the budget and manage the variances.
Operation - Supply and Demand - 7.5.2Creating and updating documented information
Ensure records and documents are properly identified, formatted, reviewed and approved when they are created or changed.
Support - 8.3.1Relationship and agreement - general
Coordinate how customers, users and suppliers are engaged so that relationships and formal agreements support the services in scope.
Operation - Relationship and Agreement - 8.2.3Control of parties involved in the service lifecycle
Show that other parties delivering parts of a service or its processes are controlled, with accountability and interfaces defined.
Operation - Service Portfolio
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Frequently Asked Questions
Who publishes ISO 20000, and who does it apply to?
How is ISO 20000 conformance demonstrated?
How is ISO 20000 structured?
Ready to get audit-ready for ISO 20000?
See how the Bitkosh Readiness Platform gets you audit-ready for ISO 20000 — and the other 47 ready frameworks — from a single control library.