The world's first and only international standard for IT service management — enabling organisations to benchmark ITSM processes, demonstrate quality service delivery, satisfy auditors and clients, and achieve accredited certification recognised in 170+ countries.
ISO/IEC 20000 is the international standard for IT Service Management (ITSM). It specifies requirements for establishing, implementing, maintaining, and continually improving a Service Management System (SMS) — enabling organisations to plan, design, transition, deliver, and improve services that fulfil agreed requirements and deliver value to customers and service providers alike.
Strongly aligned with ITIL 4 best practices, ISO 20000 provides the formal certification framework that ITIL alone cannot — giving organisations an independently audited and globally recognised proof of ITSM excellence. It is widely mandated in public sector procurement, outsourcing contracts, and regulated industries including finance and healthcare.
Understand the ISO/IEC 20000-1:2018 standard requirements and how to implement and maintain a compliant Service Management System (SMS)
Apply service level management, capacity management, availability management, financial management, and continuity management practices
Manage business relationships and supplier relationships within an ISO 20000 compliant ITSM framework to ensure consistent service delivery
Implement incident management, service request fulfilment, and problem management processes aligned to ISO 20000 requirements
Control changes, releases, and deployments — including emergency change processes and configuration management — within a compliant SMS
Plan and conduct internal audits, management reviews, and continual improvement cycles as required by the ISO 20000 standard
IT service managers, service delivery managers, and ITSM process owners responsible for implementing or auditing IT service management systems
IT consultants and advisors helping organisations achieve ISO/IEC 20000 certification or align ITSM processes with international standards
ITIL certified professionals who want to validate their practical ITSM knowledge against a formally auditable and globally recognised ISO standard
Quality managers, compliance officers, and internal auditors working in regulated or public-sector IT environments with ISO 20000 mandates
Zetlan Technologies delivers ISO 20000 training covering all 7 syllabus modules — SMS requirements, service delivery, relationship management, incident and problem management, control processes, and audit — with live expert instruction and exam preparation.
Click any module to explore all topics covered in the ISO/IEC 20000 IT Service Management syllabus.
From SMS implementation to internal audit and certification — master the international standard that proves your ITSM excellence. Train with Zetlan Technologies.