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ISO 20000

ISO 20000-1 is the international standard for quality Management specifically focused around IT service Management. ISO 20000:2011 (the latest version of ISO 20000-1) provides a set of standardised requirements for an IT service Management system .The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services.


An increasing number of organisations are implementing an IT Service Management System (ITSMS), based around ISO 20000 as a solution to this business requirement. By certifying to the IT standard companies are able to independently demonstrate to their customers that they are meeting (and sometimes exceeding) industry best practice.

It consists of two parts. The specifications and conditions for an organization to provide managed services of an acceptable quality are described in Part I. The best practices are described in Part II and are particularly useful for organizations planning to have an ISO/IEC 20000 audit performed.

It increases response to services provided by IT service providers
More opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service.
Provides a benchmark type comparison-with best practices and a fundamental shift to pro-active rather than re-active processes.
Gives you the ability to select and manage external service providers more effectively.
Supports 'interchanging' of service providers and staff by virtue of the creation of inter- enterprise operational processes.
The certification process can reduce the amount of supplier audits, thereby reducing costs.
Certification audits enable the regular evaluation of the service Management processes, which helps to maintain and improve effectiveness.
Stage 1 is a preliminary, informal review of the ITSMS, for example checking the existence and completeness of key documentation
Stage 2 -is a more detailed and formal compliance audit, independently testing the ITSMS against the requirements specified in ISO 20000-1. The auditors will seek evidence to confirm that the Management system has been properly designed and implemented, and is in fact in operation (for example by confirming that a Management body meets regularly to oversee the ITSMS).
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