Service Overview

Service OverviewITMS IT Service Management System

ISO/IEC 20000 is designed for IT service providers, standardizing the entire process of service design, delivery, and improvement to enhance IT service quality and customer satisfaction.

ITMS System Overview — System Overview: Focus Areas · Core Requirements · Certification Value · Applicable Organizations

Why ISO 20000 Matters

Quantifiable commitment of IT service quality to customers

Proof of capability for undertaking large-scale IT outsourcing and O&M projects

Standardize incident and change management to reduce service interruptions

Combine with ISO 27001 to build a complete IT service qualification system

01System Overview

Covers requirements for service catalog, service level management (SLA), incident and problem management, change management, and continual improvement.

Service Level (SLA) Management
Incident, Problem, and Change Management Processes
Service Continual Improvement Mechanism

02Certification Value

Standardizes the full-process management of IT services, enhances service reliability and customer satisfaction, and reduces operations and maintenance costs.

Enhance IT Service Reliability and Satisfaction
Reduce Service Interruptions and O&M Costs
Strengthen Customer and Market Trust

03Applicable Organizations

Applicable to IT service providers and internal IT service departments.

IT Service Outsourcing and O&M Enterprises
Cloud Computing and Data Center Service Providers
IT Departments of Large Enterprises

Standards

StandardsApplicable standards & specifications

GB/T 24405.1-2009Information Technology — Service Management — SpecificationISO/IEC 20000-1:2011

ISO/IEC 20000-1:2018IT Service Management System (Latest Version)

ITIL Best PracticesIT Service Management Framework Reference

Who Needs It

Who Needs ISO 20000?Organizations that benefit most

IT Service Outsourcing EnterprisesSystem IntegratorsData Center and O&M Service ProvidersSaaS and Cloud Service EnterprisesIT Departments of Large EnterprisesGovernment Informatization Service Providers

Key Requirements

ISO 20000 Key RequirementsConditions to be met before certification

Establish an IT service management system and operate it for no less than 3 months

Establish a service catalog and Service Level Agreement (SLA) management mechanism

Core processes such as incident, problem, change, and configuration management operate effectively

Complete internal audit and management review, with service reporting mechanisms in operation

Possess verifiable service performance and customer feedback records

Process

Certification ProcessStandardized · Efficient · Traceable

1. Application Assessment→

2. System Gap Analysis→

3. Audit Implementation→

4. Certification Decision→

5. Certificate Issuance→

6. Continual Maintenance

FAQ

Frequently Asked QuestionsAbout ITMS IT Service Management System

What is the difference between ISO 20000 and ISO 27001?

ISO 20000 focuses on the delivery quality and process management of IT services (how to deliver services), while ISO 27001 focuses on information security (how to protect information). IT service enterprises often pursue both certifications in parallel, as they reinforce each other.

Does certification help in undertaking government or financial IT projects?

Yes. Many government and financial institutions' IT procurement processes regard ISO 20000 as proof of service capability or as one of the qualification requirements.

If we already have CMMI, do we still need ISO 20000?

The two are complementary: CMMI focuses on R&D process capability, while ISO 20000 focuses on service operations management. Organizations engaged in O&M service business are advised to supplement with ISO 20000.

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