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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Your first step to compliance

Teamwork’s ISO 20000 Gap Analysis service utilises pragmatic, business-focused methods. Our consultants help clients, partners, and stakeholders benchmark their systems against best practices, a vital step toward ISO 20000 certification. Our approach involves interviews with key personnel to assess your current compliance with the required standards.

Why is Gap Analysis important?

A gap analysis is a key stepping stone in achieving ISO 20000 certification. Following Gap Analysis, we generate a detailed and comprehensive report for your senior management team. This report succinctly highlights your areas of compliance with ISO 20000 requirements and more importantly, identifies the gaps. We accompany this with actionable recommendations and a realistic timeline for achieving ISO 20000 UKAS accredited certification.

Teamwork's Gap Analysis Process



We compare your current processes against service management best practice.

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We will conduct a review of your service management documentation, establishing alignment with current practices.

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Gap Report

We create a detailed report, presentation and plan with actions, ownership, and timelines.

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Utilising your action plan, we can either provide consultancy support through to certification or you can implement independently.


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How we work

Part of your business


Teamwork’s high level ISO 20000 Gap Analysis compares existing core processes, practices and documentation with the requirements of the ISO 20000 standard, and other ISO standards if applicable. It identifies where the organisation meets requirements of ISO 20000 and where there are gaps.

Experienced Professionals


During the ISO 20000 Gap Analysis, a high level review of your existing service management documentation is carried out to establish whether or not it is appropriate and reflects current practice. Any changes required to support improvements in line with best practice and the requirements of the ISO 20000 standard are identified.

Global credentials


Once we have completed the ISO 20000 Gap Analysis we prepare a detailed report and present the results to your senior management team. The report will clearly identify where you are meeting the requirements. It will also pinpoint gaps, with recommendations on the actions you need to take to fill them and a realistic timescale in which ISO 20000 certification can be achieved.

Multi-disciplinary team


Teamwork will prepare a comprehensive project plan covering the subsequent stages of the ISO 20000 implementation programme. This will include details of project actions, ownership and timescales, and will form part of a Continuous Improvement Plan (CIP). This would be maintained up to and beyond ISO 20000 assessment and would be continually updated and developed as a business management tool.

Continued Support

For organisations already certified to ISO 20000, discover how we can assist in maintaining and enhancing your existing management system.

Managed Services


Can we get a quote for implementation support before completing the gap analysis?

Yes. We have extensive experience in implementing ISO 20000 and can confidently offer a fixed price for providing consultancy support for a full implementation programme.

How much will the independent assessment cost?

Please give us a call and we can advise. We have requested wide ranging quotes from UKAS accredited certification bodies for organisations of all shapes and sizes. We can use this information to confidently advise you of the potential cost for your organisation.

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