IT Service Management

Want to excel in all areas of IT service provision and win new business?
Our experienced ISO 20000 consultants can help you to implement robust,
efficient and responsive IT service management. 

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What is ISO 20000 certification?

ISO 20000 is a globally recognised standard for Service Management Systems (SMS) which is designed to help organisations manage their service delivery demands and deliver value for customers, users and the organization. This standard is ideal for any service provider, large or small, who wants to provide assurance in the quality of the services they deliver.

Achieving UKAS-accredited certification to ISO 20000 provides independent assurance to your existing and potential customers and other interested parties that you have appropriate  Service Management controls in place. It can also give you a vital edge over your competitors.

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How it can make a difference to your organisation

Increased efficiency

Futureproof your organisation

Enables your organisation to establish robust and consistent processes for the planning, delivery and improvement of service management now and in the future.  

Edge over the competition

Win more business

Certification can be a key differentiator or a condition to supply, opening the doors to more opportunities and increased sales.

Ensure accountability

Commitment to service quality

Demonstrates your commitment to service quality and continuity, that will instil confidence in potential and existing clients, key stakeholders and partners. 

Improved documentation

Credible and competitive

Adopting an internationally recognised standard will improve your organisation’s reputation and allow you to compete with bigger, well-organised competitors. 

Consistent business practices

Continual improvement

With the focus on putting together appropriate procedures, plans, agreements and reports that are reviewed regularly, you will benefit from ongoing improvements. 

International recognition

Essential recognition

Adopting an internationally recognised standard will improve your organisation’s reputation and allow you to attain stakeholder requirements on a worldwide scale.

Our ISO 20000 certification lifecycle

Gap analysis

Gap analysis

We compare your current processes against service management best practice

ISO 20000 Gap analysis



We project manage your implementation, developing key documentation and providing consultancy support

Implementing your ISO



We liaise with the external ISO assessors to organise the assessment and support you through the certification process

Get Certified



Following certification, we help you to maintain and improve your system to ensure continued compliance

Managing your ISO

Why choose Teamwork IMS?

Experienced Professionals

Experienced Professionals

Since 2007, Teamwork has been solving compliance challenges for a huge range of organisations, from SMEs to large international corporates. Our team of professionals includes CISSP, PCI Security Standards Council QSA, MBCI, GDPR, IEMA, ESOS, NEBOSH and CMIOSH qualified consultants.

Multi-disciplinary team

Multi-disciplinary team

Our knowledge and experience across a broad base of management and technical Standards make us uniquely equipped to help organisations to develop a service management system (SMS) and integrate with existing management systems to achieve significant savings and efficiencies.

Part of your business

Part of your business

Our success has been firmly based on two key principles: the ability of Teamwork consultants to look beyond the standard in question and identify, define and align with the real business drivers of our customers, and our innate ability to become one with our customer’s own management teams.

Global credentials

Global credentials

We have developed and led UKAS-accredited ISO and other standards-based service improvement programmes for private and public-sector organisations across an international client base.

Have you considered multiple standards?

  • Save time and money by implementing standards in parallel 
  • Create an effective integrated management system and avoid duplication
  • Become globally recognised for best practices with multiple standards
  • Add value to your business and strengthen your sales proposition
  • Gain a long-term compliance partner with our passionate consultants
  • Protect your business from threats by complying with all relevant standard

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Related Standards

ISO 9001

Quality management certification (QMS)

ISO 14001

ISO 14001

Environmental Management System Certification (EMS)

ISO 27001

ISO 27001

Information Security Management System Certification (ISMS)

ISO 45001

ISO 45001

Occupational Health and Safety (OH&S) Management System

Frequently asked questions

How long does it take to implement an ISO 20000 compliant service management system (SMS)?

The time it takes to implement an ISO 20000 compliant SMS can vary depending on the size and complexity of your organisation, but it typically takes between 4 – 6 months.

Can Teamwork IMS guarantee successful certification?

We have a 100% success rate guiding our clients through ISO 20000 certification, however, it’s important to note that the certification we support you through is carried by an entirely separate, accredited certification body and by its nature is not something we can ever guarantee. We believe that this gives you a level of compliance that is second to none.

What does ISO 20000 certification involve?

Achieving ISO 20000 certification involves implementing a comprehensive Service Management System (SMS) that meets the four primary requirements of service management including change management, issue resolution, management responsibility and resource management. Crucially, the service management system must be designed to deliver services that meet the needs of customers and stakeholders, and relationships with customers, suppliers, and other stakeholders must be effectively managed.

Can Teamwork help with maintenance and continuous improvement after certification?

Yes absolutely. We can provide ongoing support to help you maintain compliance with the standard and continuously improve your service management system. This can include conducting regular internal audits, facilitating management reviews, providing training and guidance on process improvements, and helping you address areas where you are no longer meeting the standards and suggesting effective remedies.

How do you help us prepare for ISO 20000 certification?

We can help you at every step of the way, firstly by conducting a gap analysis of your current Service Management System, then by developing a customised implementation plan, providing training and support to your staff, and finally by helping you navigate the certification process.

How does ISO 20000 help with service management?

The better and more effective your organisation is in planning and delivering services, then the knock-on effect is that your customers (internal or external) are going to be better at their jobs as well. Teamwork can help you to implement an ITIL-based ISO 20000-compliant IT service management system which ensures that you have a good understanding of your customer’s requirements and a strong focus on delivering the services that your customer needs. By adopting an ITIL-based structured approach to service delivery and support you are assured of reliable services capable of withstanding disruption. This not only enhances customer and employee satisfaction but improves your corporate image and demonstrates your credibility.

We practice what we preach

For a consultancy team who routinely manage compliance programs for other organisations, progressing through our own certification process is always a valuable reminder of how the experience feels and we think that this contributes towards our efficient but sympathetic approach to consulting for others.

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