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What is ISO 20000:2018

What is ISO 20000:2018

November 03, 2023

In a world where technology plays a pivotal role in nearly every aspect of business operations, the quality and reliability of IT services have become paramount. To meet the growing demand for exceptional IT service delivery, organizations often turn to IT services companies. However, not all IT services providers are created equal, and choosing the right partner is crucial. One way to distinguish outstanding IT services companies is by looking for the ISO 20000:2018 certification (See also: What is ISO 9001:2015?). In this blog post, we'll delve into what ISO 20000:2018 is and why organizations should consider partnering with IT services companies that hold this certification.

Understanding ISO 20000:2018

ISO 20000:2018 is an international standard for IT Service Management (ITSM) systems. It is a comprehensive framework that defines best practices for planning, establishing, implementing, operating, monitoring, reviewing, maintaining, and improving an organization's IT service management. The latest revision, ISO 20000:2018, provides a clear, concise, and accessible standard that can help organizations achieve excellence in IT service delivery.

Key components of ISO 20000:2018 include:

Service Management System (SMS): ISO 20000:2018 defines the requirements for establishing and implementing a service management system. It provides a systematic approach to manage IT services and ensures a consistent level of quality and customer satisfaction.

Service Design and Delivery: The standard emphasizes service design and delivery, including service-level agreements, service catalog management, and service continuity and availability management. This ensures that IT services are aligned with the organization's goals and objectives.

Process Improvement: ISO 20000:2018 encourages a culture of continuous improvement. IT services companies that adhere to the standard regularly assess and enhance their processes to deliver better, more efficient services.

Customer Focus: The standard underscores the importance of customer-centric IT service management. IT services companies certified under ISO 20000:2018 prioritize understanding and meeting customer needs and expectations.

Why Organizations Should Choose IT Services Companies with ISO 20000:2018 Certification

Service Quality Assurance: ISO 20000:2018 certification is a testament to an IT services company's commitment to delivering high-quality services. When you choose a certified company, you can expect a higher standard of service quality and performance.

Consistency and Reliability: IT services companies with this certification have established processes and controls to ensure consistent and reliable service delivery. This translates to fewer disruptions, reduced downtime, and more dependable IT support.

Alignment with Business Goals: ISO 20000:2018 places a strong emphasis on aligning IT services with an organization's overall business objectives. This means that the IT services company understands your needs and works to achieve your strategic goals.

Risk Management: Certified IT services providers are well-equipped to manage and mitigate risks associated with IT service delivery. They have contingency plans in place to ensure that your business can weather disruptions and unforeseen events.

Efficiency and Cost Savings: ISO 20000:2018 encourages process improvement and optimization. Certified IT services providers are continually looking for ways to improve efficiency and reduce costs, which benefits your organization in the long run.

Customer Satisfaction: With its strong customer focus, ISO 20000:2018 helps IT services companies prioritize customer satisfaction. When you work with a certified provider, you can expect a heightened commitment to meeting your needs and expectations.


In today's digital-driven business landscape, exceptional IT services are a cornerstone of success. By choosing an IT services company with ISO 20000:2018 certification, organizations can ensure that they are partnering with a provider that adheres to international best practices in IT service management. This not only guarantees a high level of service quality and reliability but also aligns IT services with the organization's strategic goals, fosters efficiency, and ultimately leads to greater customer satisfaction. ISO 20000:2018 certification is a clear indicator of a company's commitment to excellence in IT service delivery.

Tags:  Custom Development, Managed Services