ITIL Service Management (ITSM) ISO 20000/ITIL Implementation

ISO 20000 Consulting Overview

We provide ISO 20000 consulting and implementation support. This includes ISO 20000 process wise gap analysis, service catalog definition, service wise risk assessment, ISO 20000 recommendations, policy/documentation support, training, coaching, performance dashboard, internal audit, and management review leading to successful certification.

Our consulting methodology for ISO 20000 consulting guarantees higher customer satisfaction for IT service delivery. We also ensure that CEO finds IT as a more profitable operations. For CIO we ensure that the IT organization is more aligned to business/customer demand. 

Recent Coral Clients?

Here is a list of recent cases on ISO 20000 2011  

What is Coral approach to successful ISO 20000 - ITIL compliance/certification?

We bring our world wide experience in implementing IT service management system (SMS) in line with ISO 20000 requirements.

Phase I – Defining service catalog - this represents the Service level agreement (SLA)) between business and IT. Once accomplished the rest of the phases have clear direction.

Phase II – Determine the scope of implementation - The next phase of ISO 20000 consulting involves defining scope, risk assessment, and gap analysis resulting in determining the scope of risks and implementation.

Phase III – ISO 20000 Implementation/measurement journey - through definition of performance metrics/policy/procedure/documentation on one hand and the implementation of the gaps on the other;This phase takes the longest duration.

Phase IV – ISO 20000 Internal Audit - is the process of verifying successful implementation, on one hand, and the inclusion of ITSM principles in business life cycle on the other.

Phase V – Registration body certification

This has two stages Stage
1 – documentation, and Stage
2 – implementation verification.

Upon successful completion an ISO 20000 certificate is issued which has a validity of 3 years subject to annual surveillance.

Total duration for ISO 20000 implementation can vary depending upon the complexity of the scope. Call or write to us at to know how we can take you through a successful journey.

Want to know more about ISO 20000?

ISO 20000 Standard - a brief overview

ISO 20000 Consultant Profile

Blogs on ISO 20000

What is ISO 20000-1:2011?

It is a certification standard that enables the organisation being assessed has demonstrated considerable amount of implementation in ITSM domains.  If successfully certified, it means that the organisation has demonstrated the implementation and is ‘continually’ improving.

The standard - ISO 20000 - is divided into management system controls (Clause 4) and 5 domains (Clause 5 to 9), which is further divided into the following listed implementation requirements:

  • Plan new or changed services
  • Design and development of new or changed services
  • Transition of new or changed services
  • Service delivery processes
  • Service level management
  • Service reporting
  • Service continuity and availability management
  • Service continuity and availability requirements
  • Service continuity and availability plans
  • Service continuity and availability monitoring and testing
  • Budgeting and accounting for services
  • Capacity management
  • Information security management
  • Information security policy
  • Information security controls
  • Information security changes and incidents
  • Relationship processes
  • Business relationship management
  • Supplier management
  • Incident and service request management
  • Problem management
  • Control processes
  • Configuration management
  • Change management
  • Release and deployment management

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