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    IT Service Management

    ISO 20000-1 IT Service Management Consulting

    ISO/IEC 20000-1:2018 · IT Service Management Systems

    For IT service providers, managed service companies and internal IT teams that want certified service management. We assess current ITSM practices against ISO/IEC 20000-1:2018, design the service management system, align ITIL processes, run the internal audit and prepare you for certification.

    Reviewed by Santhosh K, Principal GRC Advisor, CyberWave GRC · CISA, CISM, CCISO, HITRUST CCSFP, CHQP, ISO/IEC 27001 Lead Auditor

    What is ISO/IEC 20000-1:2018?

    ISO/IEC 20000-1 is the international standard for IT service management (ITSM). It specifies requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS).

    Key Focus Areas

    Service level management and SLA design
    Incident and problem management
    Change and release management
    Capacity and availability management
    Service continuity and security
    Supplier management
    Service desk and request fulfillment
    Continual service improvement

    What our engagement includes

    Gap analysis against ISO/IEC 20000-1:2018
    Service management system scope and policy
    Service catalogue, SLAs and process documentation
    Incident, change, problem and release process design
    Internal audit and management review
    Certification audit preparation

    How the engagement works

    01

    Service Assessment

    We evaluate your current IT service processes against ISO 20000-1 requirements.

    02

    SMS Design

    We design a service management system aligned with ITIL best practices and ISO 20000.

    03

    Process Implementation

    We help implement service management processes across your IT organization.

    04

    Tool Integration

    We advise on ITSM tool configuration to support compliance requirements.

    05

    Certification Support

    We guide you through the certification process with internal audits and readiness reviews.

    Timeline and cost factors

    Typical timeline: 4–8 months depending on existing ITIL maturity and process documentation. Cost depends on scope, organization size, number of locations and systems, current maturity and how much hands-on implementation support you need. Any certification, assessment or audit body fees are separate and set by that body.

    Questions buyers ask

    No. ITIL is a library of good-practice guidance, while ISO/IEC 20000-1 is a certifiable standard. Many organizations use ITIL practices to meet the standard's requirements.

    Any organization that delivers IT services to internal or external customers. The scope can cover all services or selected ones.

    Yes. Both follow the ISO management system structure, so document control, internal audit and management review can be shared.

    An accredited certification body issues it after a two-stage audit. CyberWave GRC prepares you for that audit but does not certify.

    Auditors look for defined processes that are followed in practice, such as incident records, change approvals, SLA reports and customer reviews. We help you set up these records before the audit.
    GRC Consulting ServicesAudit & Certification SupportISO 27001PDCA cycle explained

    Not sure this is the right framework?

    Book a free 30-minute call — we'll tell you which framework you need, a realistic timeline and budget. No charge, no obligation.

    Book a free 30-minute call

    Ready to Get Started with ISO/IEC 20000-1:2018?

    Speak with our experts about consulting, implementation, and audit support for IT Service Management Systems.

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