Service management system gap analysis against ISO 20000, benchmarked against your current processes and tooling
It Service Management
ISO 20000 Certification
It Service Management
ISO 20000 Certification
Prove Your IT Service Delivery Is Managed, Not Just Delivered
ISO 20000 certification tells customers and partners that your IT services are backed by a formal service management system, with defined processes for incidents, changes, and continual improvement, not just a capable team firefighting well. We build that system, close the gaps a certification auditor would flag, and get you certified without disrupting the services you're delivering right now.
The challenge
The Problem We're Usually Called In For
Most IT service organizations run on tribal knowledge and a capable team's instincts, which works until that team scales, a key person leaves, or a customer's due diligence process asks for evidence of formal service management. A change gets pushed without a documented approval process. An incident gets resolved but the root cause never gets tracked. Capacity planning happens reactively, after something's already slow.
We work with IT Directors, Heads of Managed Services, and CTOs at managed service providers, internal IT departments, and technology vendors, typically where service delivery is a core part of the value customers are paying for. Some of you need certification to win or retain enterprise contracts. Some are scaling past what informal processes can support. Others want a credible answer when a customer's procurement team asks how service delivery is actually managed.
Scope
What the Certification Process Covers
Incident, problem, and change management process review, focused on what actually happens under pressure, not what's documented
Service level management review, including how SLAs are defined, tracked, and reported
Capacity and availability management process design or review
Configuration management review, so your service records reflect what's actually running
Supplier and third-party service management, where vendors are part of your service delivery chain
Continual improvement process setup, so the system gets better over time instead of freezing at certification
Internal audit support and certification body liaison through Stage 1 and Stage 2
Engagement
How the Engagement Works
A proven 7-step consulting process from discovery to sustained process excellence.
Step 01
Discovery & Scoping
Step 02
Gap Assessment
Step 03
Build & Remediation
Step 04
Internal Audit & Management Review
Step 05
Certification Support
A short call to understand your service portfolio, current ITSM maturity, and what's driving certification. We agree on scope before assessment begins.
We benchmark your current service management processes against ISO 20000's requirements and flag exactly what's missing or informal.
We help close the gaps, from process documentation to SLA reporting, working with your existing tooling wherever possible.
We run the internal audit ISO 20000 requires and support the management review that certification depends on.
We prepare your team for the certification body's audits and help resolve any findings quickly.
Outcomes
Proof, Not Promises
Managed service provider pursuing certification to retain an enterprise client
the gap assessment found incident root cause data was collected inconsistently across the team, undermining problem management. Standardizing the process closed the gap and became a selling point in the client's renewal conversation.
Client outcome
Internal IT department under new leadership
change management existed informally through a group chat approval, with no audit trail. A formal change process with documented approvals closed a finding that had already drawn internal audit attention twice before.
Client outcome
FAQ
Questions We Get Asked Before Signing
Typically four to six months for an organization with existing service management practices, longer if processes need to be built from scratch.
No, ISO 20000 is about process and evidence, not a specific tool. We work with whatever platform you already use, whether that's a mature ITSM suite or something simpler.
ITIL is a best-practice framework; ISO 20000 is the certifiable standard. Most organizations already using ITIL practices are well positioned for certification, since the two align closely.
Yes, and for managed service providers this is often the primary driver, since clients increasingly require it in RFPs and renewal reviews.
We schedule around live service commitments, and most of the work happens through process review and documentation rather than operational disruption.
Certification runs on a three-year cycle with annual surveillance audits. We can support those ongoing or transition the system fully to your internal team.
Ready to Prove Your Service Delivery Is Actually Managed?
Customers can tell the difference between a team that's good under pressure and a team backed by a real service management system. ISO 20000 certification proves it's the latter, and we make sure the evidence holds up.
Schedule a 30-minute ITSM readiness call and find out where your gaps are. When you reach out, we'll ask for your name, work email, company, role, and a brief note on what's driving the certification. That's enough for us to come prepared.