ISO/IEC 20000-1 Aligned IT Service Management

Delivering structured, scalable, and certifiable ITSM that aligns services to business goals, strengthens governance, and drives continual improvement.

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What is ITSM
and Why It Matters

Effective IT Service Management (ITSM) ensures that technology services are designed, delivered, operated, and continually improved in line with business priorities.

ISO/IEC 20000-1 is the international standard for ITSM – providing organisations with a certifiable framework that builds trust, improves efficiency, and enables digital resilience.

Core Concepts of ITSM

At its heart, ITSM is about making IT a true business enabler. 

The five core areas provide a clear lifecycle for managing and improving services: 

Define services aligned to business goals.

Create new or enhanced services and processes.

Deploy services into live environments smoothly and securely.

Manage day-to-day services and support for users.

Analyse performance and drive ongoing improvements.

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Common ITSM Frameworks

ITSM practices are supported by a range of internationally recognised frameworks. Each plays a role in shaping governance, process maturity, and certification pathways: 

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Key ITSM Processes & Practices

While ITIL 4 defines 34 practices, most organisations adopt around 20–30 core processes to fit their size and maturity. Commonly implemented areas include: 

  • Incident Management
  • Change Management
  • Problem Management
  • Service Request Management
  • Configuration Management
  • Service Level Management
  • Capacity & Availability Management

These processes provide the foundation for reliable, consistent, and measurable service delivery.

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Popular ITSM Tools

The right tools bring ITSM frameworks to life, integrating service processes across the organisation. Common platforms include:
JIRA, ServiceNow, BMC, Cherwell, Freshservice, Ivanti
We help you align these tools with ISO/IEC 20000-1 requirements to ensure both efficiency and compliance.

Certifications & Standards

Professional certifications validate expertise and support the successful implementation of ITSM practices. Key options include:

These processes provide the foundation for reliable, consistent, and measurable service delivery.

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