Achieve ISO 20000 with Proven Expert Support

ISO 20000 provides a globally recognised framework for delivering reliable, efficient, and high-quality IT services. It strengthens your IT Service Management (ITSM) practices by standardising processes, improving service consistency, and reducing downtime—directly supporting revenue growth. Certification also streamlines operations, reduces rework, and improves resource utilisation, boosting overall performance.

With ISO 20000 implementation experience dating back to 2004, Coral eSecure brings deep expertise and proven methodologies. We help you avoid missteps, close compliance gaps, and achieve a smooth, audit-ready certification.

Questions and clarifications on ISO 20000 scope, implementation or audit? Please get in touch with us for a no-obligation conversation.

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What is ISO 20000-1:2018?

Key Processes include the followings

Organization and its ITSM/SMS Context
Needs and Expectation of ITS/SMS
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
Knowledge
Service Catalogue Management
Asset Management
Demand Management
Budgeting and accounting for services
IT Service Continuity Management
Capacity Management
Information Security Management
Business Relationship Management
Supplier Management
Incident Management
Service Request Management
Problem Management
Configuration Management
Change Management
Release and Deployment Management
Measurements
Service Reporting
Internal Audits
Management Review

7 Phase Successful Implementation Approach

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

Phase I - Defining Scope and Service Catalog

Scope helps in determining the certification requirement, whereas the service catalogue helps in defining all other process boundaries.

Phase II -
Gap Analysis

ISO 20000 - 2018 has individual 58 requirements - each of which needs to be assessed for their current status. At the end of the journey all of these have to be green(=implemented), if they are Red (=not in place) or orange (=partially in place) today.

Phase III - ISO 20000-2018 Documentation

We provide comprehensive, yet easy to read documentation that will enable teams to comply. Each document is followed with templates and communication to perform the task, with ease.

Phase IV -
3 Dimensional Tracking

In this phase we track your documentation, your risks, and your accountability. Each documented information (policy / procedure / records / responsibility / communication) needs ownership.

Phase V -
Performance Monitoring

We verify whether your ITSM transactions are in line with documented procedure and rate them on a scale of 0-100% thereby assuring management that the degree of compliance is achieved.

Phase VI - Internal Audit and Management Review

This is done to ensure completeness of compliance requirements and to verify if there are pending loopholes in the management system.

Phase VII - Registration body certification

This has two stages:
1. Documentation Audit
2. Implementation Verification

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

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ISO 20000 FAQs

What are the responsibilities of an ISO 20000 certification consultant?

ISO 20000 is the certification standard for Information Technology Service Management (ITSM), also known as Service Management System (SMS).

ISO 20000 is aligned to ITIL, the industry standard for IT governance best practices.

An ISO 20000 certification consultant has the following responsibilities for supporting a client in implementation, achieving ISO 20000 certification and providing ongoing compliance support.
- Scope Definition
  - Collaborate with stakeholders to define the boundaries of the IT service management system (ITSMS).
  - Identify processes, services, and teams included within the scope of ISO 20000 compliance.
  - A documented scope statement is an important reference for the final ISO 20000 certification.
- Gap Analysis Against ISO 20000 Requirements
  - Evaluate the current ITSM practices against ISO 20000 standards to identify non-conformities.
  - Develop a detailed report outlining gaps and recommending necessary improvements.
- Service Risk Assessment
  - Identify potential risks to IT services and evaluate their impact on business operations.
  - Develop risk mitigation strategies to align with ISO 20000 best practices.
- Documentation of ITSM Policies and Procedures
  - Create and standardize policies, processes, and procedures aligned with ISO 20000 requirements.
  - Ensure all documentation is clear, accessible, and regularly updated to maintain relevance.
- Training
  - Deliver targeted training sessions to staff on ISO 20000 principles and practices.
  - Provide practical workshops to ensure teams understand their roles in maintaining compliance.
- Measurement and Monitoring
  - Establish key performance indicators (KPIs) and metrics to evaluate IT service performance.
  - Implement monitoring tools to ensure continuous compliance with ISO 20000 standards.
- Internal Audit
  - Conduct regular internal audits to assess adherence to ISO 20000 requirements.
  - Provide actionable recommendations for addressing non-conformities and improving ITSM processes.
- External Audit
  - Support the organization in preparing for certification audits by an external body.
  - Act as a liaison between the organization and auditors to ensure a smooth audit process.
- Ongoing Compliance Support
  - Offer continuous guidance to sustain ISO 20000 compliance post-certification.
  - Monitor changes in ISO 20000 standards and advise on necessary updates to ITSM practices.