IT Service Management
ISO 20000-1
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Gap assessment Gap assessment
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Regulatory implementation Gap closure and evidence
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Gap assessment + implementation Both services, together−15%
ISO/IEC 20000-1 · IT service management
IT Service
Management
A management system built on ISO/IEC 20000-1 to answer for the services you deliver, with figures.
Why this programme
Having tickets is not managing the service
Almost every IT provider has a help desk and a ticketing tool. What the standard requires on top of that is something else: a service catalogue that states exactly what is delivered, committed service levels with the client, and the ability to demonstrate month by month that they were met.
Without it, the conversation with the client is about perceptions: they think the service is poor, you think it is fine, and neither of you has the data. With it, the tone of the conversation changes — and so does the contract renewal.
It is cited in government IT service tender documents
It is a Chilean INN standard, not only an international one, and it appears as a requirement in public IT procurement. For many providers, certifying stops being an internal improvement and becomes the condition for being able to bid at all.
What it builds on
The certifiable standard
NCh-ISO/IEC 20000-1:2019 — Chilean standard from the INN, an identical adoption of ISO/IEC 20000-1:2018. It is the requirements part: the one that is audited.
Its guidance, not certifiable
Part 2 — application guidance
Part 3 — scope definition
Part 9 — application to cloud services
It integrates with ISO 27001 and ISO 22301: information security and service continuity are requirements within this standard's own service assurance.
How we work
Seven Phases, Concrete Deliverables
They run through clauses 4 to 10 of the standard. Estimated duration of 5 to 8 months depending on the number of services in scope.
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Fase 1 of 7 Diagnosis and scope
A gap assessment against ISO/IEC 20000-1 and a defined system scope: which services and which clients are included. The standard does not allow requirements in clauses 4 to 10 to be excluded, so the scope is narrowed by services, not by chapters.
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Fase 2 of 7 Service governance
Service policy, roles and responsibilities, measurable objectives and top management's commitment to the resources the system needs.
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Fase 3 of 7 Portfolio and catalogue
A service catalogue with what is actually delivered, asset and configuration management, and service planning.
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Fase 4 of 7 Relationships and agreements
Service level agreements with metrics that can actually be measured, business relationship management and contracts with the suppliers you depend on.
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Fase 5 of 7 Supply and demand
Budgeting and accounting for the services, demand and capacity management: how much can be delivered before quality drops.
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Fase 6 of 7 Operation
Design and transition of new services, change, incident, request and problem management, and service assurance: availability, continuity and information security.
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Fase 7 of 7 Measurement and verification
Service reports with the levels met, internal audit, management review and preparation for certification.
Service levels are committed against what can be measured
In phase 4 no service level is signed that the current tooling cannot measure. An agreement that cannot be measured only serves to be breached, and in the audit it is a guaranteed non-conformity.
What you can engage
Scopes of the Programme
The gap assessment can be engaged on its own: it is a useful diagnosis in itself and commits you to nothing. Inside the full programme it comes at a discount.
How the value is determined
Proposals are quoted in UF, plus VAT. The value of each project comes from four factors:
- Scope: which standards are included, and how many processes, systems and suppliers fall inside the management system.
- Size and sites: people to interview, number of locations, and whether the scope spans more than one country.
- Maturity: how much already exists —policies, records, controls in operation— and how much has to be built from scratch.
- Timeline: the certification or compliance date you need, and the effort it takes to sustain it.
Find out what yours costs, today
Build my quote
Build your scope in the quote builder and get the proposal with figures in UF within 24 business hours. No meeting first, and no details needed until the end.
Next step
Start with your Service Catalogue
A 30-minute call, at no cost. If you already have a tender in sight with the standard in its terms, say so at the start: it changes the order of the phases.