When the business depends on IT systems, a service outage is a business outage. ISO/IEC 20000-1:2018 is the international standard for IT service management systems, ensuring services are designed, delivered and improved in a controlled way to meet user needs.
The standard spans the full service life cycle: service catalogue and service levels (SLAs), incident and request management, change, capacity, continuity and supplier relationships, and aligns with the ITIL practices many teams already use.
Why ISO/IEC 20000-1 matters for your organisation
Implementing ISO/IEC 20000-1 builds a Service Management System that makes IT performance something you can promise and prove. With it, an organisation can:
- Set clear, measurable service levels with users or customers.
- Handle incidents and changes in a controlled way so disruption falls.
- Raise customer confidence in the reliability of the IT services delivered.
- Meet tender and contract requirements that call for service-management certification.
- Integrate service management with information security (ISO 27001) in one system.
ISO/IEC 20000-1 makes IT service a professional service: defined, measured and continually improved.
The DNAF Consulting approach
Every provider has a different portfolio and level of process maturity. We help build a system that fits the scale of your operation, without bureaucracy that slows the team down.
Comprehensive
Covers the whole ISO implementation cycle, from planning through post-certification.
Practical
Fitted to how your organisation actually operates, not theory that is hard to apply.
Results-driven
Focused on whether the system works and hits measurable targets, not just the certificate.
ISO/IEC 20000-1:2018 support services
We provide end-to-end support to make the implementation of this standard succeed:
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Stage 1
Gap analysis & strategic planning
Map existing service processes against ISO/IEC 20000-1:2018 requirements and set an implementation roadmap.
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Stage 2
Service system documentation
Draft the service catalogue, SLAs, policies and procedures for incident, change, capacity and continuity management.
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Stage 3
Training & awareness
Build understanding among the IT team and process owners of their role in the service management system.
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Stage 4
Implementation support
Guide the roll-out of service processes and the recording of performance evidence in daily operations.
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Stage 5
Internal audit & corrective action
Train internal auditors, run a mock audit, and follow up on findings.
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Stage 6
Certification support
Prepare the organisation for the external audit through to the ISO/IEC 20000-1:2018 certificate.