Service Management

Imagine that your organisation has a tool that supports every step of the service lifecycle, from idea to planning, from delivery to improvement. Such a tool is a service management system based on the internationally recognised ISO/IEC 20000-1 standard.

The ISO/IEC 20000 service management system generally applies to all services. Yet it is closely linked to the provision of ubiquitous IT services. Then we are talking about IT service management (ITSMS). 

Service Management System based on ISO/IEC 20000

ISO/IEC 20000 is a service management systems (SMS) standard that specifies requirements for service providers to establish, implement, operate and continuously improve SMS. By implementing and certifying ISO/IEC 20000, an organisation confirms that it can constantly improve its service delivery.

ISO/IEC 20000 defines the requirements (WHAT) and the basic usage guidelines (HOW), and the well-known IT service management methodology ITIL (Information Technology Infrastructure Library) complements the system with a best practice framework. An IT service organisation can use ISO/IEC 20000 to implement and measure the core service management processes and ITIL to implement ITSMS practices according to best practice recommendations.

Benefits of SMS for the organisation

  • Improving service performance and increasing value delivered to stakeholders
  • Improving the service lifecycle, including planning, design, transition and delivery
  • Possibility of formal certification from an accredited body
  • Increased customer and employee trust and loyalty 
  • Reduced cost, effort and service disruption

Subject of our expert services

1 | Analysis of the existing system and SMS project planning

Analysis of the context of the organisation and gap analysis of the current state Development of an SMS project plan

2 | Establishment and implementation of the SMS

Identification and description of the boundaries and scope of the SMS Definition of the organisational structure, roles and responsibilities of individuals and relevant committees Design of the service management policy Setting up and documenting SMS processes

3 | Service management risk and controls management

Selection and documentation of risk management methodology Identification, analysis and evaluation of risks Selection of risk treatment options and controls Management of risk treatment plans

4 | Documentation of topic-specific policies and procedures

SMS documentation structure design and management Design and documentation of topic-specific policies and procedures for service portfolio management processes, business relationships, service and supplier levels, change demand and capacity, design and transition, release and deployment, incidents, service requests and issues, service availability, service continuity and information security Support for the implementation of specific measures Design and performance of training and awareness-raising activities

5 | Internal audit, supplier audit and certification audit support

Draft and documentation of the SMS internal audit charter Draft SMS audit program and planning of audit activities Implementation of internal audit and supplier audit Support follow-up activities and actions after the audit Preparation for and support during the certification audit

Advanced GRC applications

The difficulty of executing SMS processes increases with the size of the organisation and the maturity of ICT systems and services. For complex organisations with complex ICT systems we recommend using advanced modular tools. 

More information can be found in the Applications section.

Quality of our services

During the provision of consulting services, the standards of quality of consultancy service based on ISO 20700, information security based on ISO / IEC 27001 and project management based on ISO 21502 are applied.

Competences of our consultants:

  • Certified ISO/IEC 20000 Lead Implementer

When conducting an internal audit (first-party audit) or second-party audit, the best practice of auditing management systems, as defined in ISO 19011 and other relevant standards, is applied.

Competences of our auditors:

  • Certified ISO/IEC 20000 Lead Auditor

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