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The ISO/IEC 20000 standard focuses on the integration and implementation of coordinated service management processes. Its aim is to provide ongoing control, greater efficiency and opportunities for continuing improvement. That means working within your organization to align the staff and procedures of your service desk, service support, service delivery and operations team.

The standard aimed at achieving quality assurance in IT service quality consists of two main parts.

  • ISO/IEC 20000-1 - a formal specification that defines the requirements for an organisation to deliver managed services of an acceptable quality for customers, against which your compliance can be assessed
  • ISO/IEC 20000-2 - a Code of Practice that describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The Code of Practice is particularly useful for organisations preparing for an audit against ISO/IEC 20000-1 or planning service improvements

ISO/IEC 20000 certification demonstrates the reliability and quality of your IT services to employees, stakeholders and customers.

We offer a wide variety of training courses for all levels of ability and awareness including Foundation and Lead Auditor Training programs.

An ISO/IEC 20000 certification audit from SGS will help your organization develop and improve performance.