ISO 20000.

ISO / IEC 20000 Information Technology Service Management System

ISO / IEC 20000 Information Technology Service Management System

What is Information Technology Service Management System?

The Information Technology Service Management System standard was first prepared based on the BS 15000 standard. The BS 15000 standard is a standard in which information management processes and service management best practices are defined and defined in the field of information technology and is based on the work of the Information Technology Infrastructure Library (ITIL). As is known, BS standards are published by the British Standards Institution (BSI), the world's first national standard organization.

The BS 15000 standard is designed to provide a continuous and consistent structure for all internal and external information technology infrastructure and services to benefit employees and customers. This standard, which has been prepared in great detail, has been based on basic processes in many areas such as standard service level management reporting, information security, budgeting of information processing services and management of events and changes in order to ensure the effectiveness of information technology management. Today, with the development of technology, the value of company information increases every day and businesses need to evaluate risks on this information.

Information security is now of strategic importance in ensuring the continuity of every business. Protecting customers' critical information is more important than ever.

No one can underestimate the importance given to information technologies in today's business world. However, in recent years, there has been increasing concern about the information technology services provided by both internal and subcontractors that the needs of businesses, employees and customers are not met.

As these concerns increased, the International Standards Organization (ISO) published the ISO 2005 Information Technology Service Management System standard as a two-part international standard in 20000:

  • TS ISO / IEC 20000-1 Information technology - Service management - Part 1: Service management system requirements
  • TS ISO / IEC 20000-2 Information technology - Service management - Part 2: Guidance on the implementation of service management systems

Then the ISO 20000 standard family began to develop as follows:

  • TS ISO / IEC 20000-3 ... Part 3: Guide on the scope definition and applicability of the ISO / IEC 20000-1 standard
  • TSE ISO / IEC EN 20000-4 ... Section 4: Process reference model
  • TSE ISO / IEC EN 20000-5 ... Section 5: Sample implementation plan for the ISO / IEC 20000-1 standard

What Does the ISO / IEC 20000 Standard Gain for Businesses?

Today, the ISO 20000 standard is needed more and more, as businesses are becoming increasingly dependent on information technologies in their various activities and, moreover, information services are becoming increasingly complex. On the basis of this standard, continuous improvement, which is the essence of quality systems, is the main factor. Once the system is installed, if the performance of the processes is not continuously monitored and improved in parallel with the needs, the expected benefit from the system cannot be achieved. Businesses should not only implement the system, but also determine the necessary measurement methods to monitor whether the activities are effective, efficient and successful in the process. In fact, no matter which method is accepted, the common point of all of them is to be able to make accurate evaluations and to act with data. Therefore, the system's record keeping is an integral part of the processes. The fewer records are kept, the more the ISO 20000 standard fails.

An effective ISO 20000 Information Technology Service Management System requires the business to accurately identify security needs, determine the risk tolerance level accurately, and take a proactive approach to information technology.

ISO / IEC 20000 certification proves that the company provides consistent and high quality information technology services, operates in accordance with the identified processes and passes the necessary audits successfully.

In short, the ISO 20000 standard sets out the criteria for planning, establishing, managing, monitoring, reviewing, maintaining and improving a service management approach that focuses on information technologies of enterprises. In this respect, this standard is aimed at reducing costs in the enterprise, increasing the competitiveness of the enterprise and proving that all customers are provided with reliable information technology services. ISO 20000 certification gives businesses prestige in the market. It also helps customers reduce their business risks by providing secure IT support. This certification also demonstrates to the interested parties the reliability and quality of the information technology service.

Information Technology Service Management System is also defined as the management of services to meet the needs of the business. Because the activities for providing information technology services should be carried out in a correct and systematic manner in accordance with the following objectives: planning, training, reviewing, conducting research and working with the customer. As such, the Information Technology Service Management System should cover:

  • Keeping information technology services running at all times
  • Lowering IT costs
  • Properly manage information technology risks and complex processes
  • To ensure compliance with legal regulations and certain conditions
  • Manage changes in larger sizes with accurate decisions
  • To use information technology services according to the needs of the business

On the other hand, the ISO 20000 standard, like other ISO standards, incorporates the principles of continuous development, leadership, employee participation, supplier management and similar total quality management. In other words, this standard includes general approaches that provide advantages to the enterprise such as comparison services, monitoring and continuous improvement studies, professional approach and perfect delivery of services for the purpose of resource planning and meeting the service expectations of the customers.

Finally, ISO 20000 Information Technology Service Management System provides a framework model that can be applied to all enterprises regardless of the size of the enterprises and the sectors in which they operate. In this respect, this system is foreseen especially for the following companies:

  • Businesses that want to improve the services offered to customers through effective monitoring, review and improvement processes
  • Businesses who want to provide perfect and flawless service
  • Businesses that want to manage their suppliers in a consistent manner
  • Businesses who want to prove the quality of service



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