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Implementing ISO 20000

ISO20000 Standards | Books | Toolkits | Our Complete ISO 20000 Catalogue

Implementing an ISO/IEC 20000 IT service management (ITSM) system supports and enhances ITIL® and is the logical next step for organizations that have adopted the ITIL methodology.

This page provides everything you need to help you implement an ISO 20000-compliant service management system (SMS).

On this page:

ISO 20000 Implementation: Getting Started
ISO 20000 Implementation: Approach
ISO 20000 Implementation: Critical Success Factors
ISO 20000 Resources: Everything you Want

ISO 20000 Implementation: Getting Started

ISO/IEC 20000 is the international IT service management standard that enables IT organizations to ensure that their IT service management processes are aligned both with the needs of the business and with international best practice. Before embarking on your ISO 20000 implementation project it is important to gain an understanding of the standard and how it can benefit your organization. Securing management commitment and selecting a suitable implementation approach is essential for successful delivery of the project. The following introductory reading materials will help you address the above points:

ISO 20000 Implementation: Approach

Like other management systems, the implementation of a service management system (SMS) that conforms with ISO/IEC 20000 is based on the Plan-Do-Check-Act cycle. A detailed explanation of this approach is provided in the Exin-accredited book Implementing Service Quality based on ISO/IEC 20000, 3rd edition by Michael Kunas.


Plan the implementation and operation of your service management system.

  • Establish the scope of service management
  • Define IT service management objectives
  • Determine the necessary processes
  • Define roles and responsibilities
  • Determine resources and timescales
  • Develop processes for managing risks
  • Develop methods for managing, auditing, and improving service quality


Implement the service management plan.

  • Manage budget and resources
  • Select, train and motivate staff
  • Create documentation and monitor plans, policies and procedures for the various processes – all documents are available in the ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit
  • Treat and mitigate risks


Monitor, measure, and review the achievement of the service management objectives.

  • Periodically review the management plan
  • Determine whether the service management system is compliant with ISO 20000
  • Create an audit program


Identify actions for continuous improvement and increasing the effectiveness of the SMS.

  • Publish a policy that contains a clear definition of roles and responsibilities for the improvement of service activities
  • Create a service improvement plan
  • Eliminate non-conformities

ISO 20000 Implementation: Critical Success Factors

  • Team competence
    Service management employees need to have a deep understanding of service quality standards and the service management process.
  • Accountability
    Each process has to have an owner.
  • Documented policies and processes
    Documentation of all activities is absolutely essential.
  • Communications
    Communication between the team members and the processes is of the utmost importance.
  • Audits
    Perform regular conformance audits and make improvements.

ISO 20000 Resources: Everything You Want

IT Governance provides products and services to assist individuals and organizations implementing ISO 20000 to become registration ready. We provide standards, books, toolkits, and consultancy services that cover every aspect of ISO 20000 implementation. Visit our ISO 20000 Web Store today to see how we can help your organization achieve ISO20000 compliance.