IT service management
Turn IT service management into an operating system.
ISO/IEC 20000-1 sets requirements for a service management system covering the planning, design, transition, delivery, and improvement of services. We help make those processes measurable and usable in daily operations.
Our implementation focus
Make the requirements operational.
- 01
Define service management scope and service catalogue
- 02
Connect service requirements to agreements and ownership
- 03
Improve change, incident, problem, and supplier processes
- 04
Establish service reporting and performance review
- 05
Prepare records for internal and independent assessment
Advisory support does not issue an ISO/IEC 20000-1 certificate. Independent certification is a separate decision.
Questions we hear
Get the distinctions right.
Does ISO/IEC 20000-1 require a particular ITSM tool?
No. The standard sets requirements for the service management system, not a software product. Tooling should support the processes and evidence the organization needs.
How does it relate to ISO/IEC 27001?
Service and security management can share governance and supplier controls, while each standard retains its own objectives and scope.
Work with Normstone
Build a defensible path to readiness.
Tell us the outcome you need and the markets involved. We’ll help define the work.