{"id":148120,"date":"2023-03-02T15:56:32","date_gmt":"2023-03-02T18:56:32","guid":{"rendered":"https:\/\/www.pmgacademy.com\/itsm\/iso-20000-why-should-you-adopt-it\/"},"modified":"2025-12-16T14:47:52","modified_gmt":"2025-12-16T17:47:52","slug":"iso-20000-why-should-you-adopt-it","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/articles\/iso-20000-why-should-you-adopt-it\/","title":{"rendered":"ISO\/IEC 20000: Why should you adopt it?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">ISO standards have great importance in the business context. Although they are not mandatory, they are a way to standardize processes and ensure they work properly. This is the case with ISO\/IEC 20000.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this case, we are talking about a standard aimed at the construction and good functioning of a Service Management System (SMS).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here on the blog, I have already talked about basic and extremely important concepts such as <a href=\"http:\/\/itsmhouse.com\/itil-and-itsm-discover-the-differences-and-how-they-work-together\">IT Service Management (ITSM) and ITIL<\/a>. However, we can say that ISO\/IEC 20000 relates to all of this.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To give you an idea, many of the practices described in <a href=\"https:\/\/www.axelos.com\/certifications\/itil-service-management\/\">ITIL 4<\/a> are present in this standard.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But then, what exactly is ISO\/IEC 20000? How can it help IT services? That&#8217;s what I&#8217;m going to explain to you!<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/articles\/iso-20000-why-should-you-adopt-it\/#What_is_ISOIEC_20000\" >What is ISO\/IEC 20000?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/articles\/iso-20000-why-should-you-adopt-it\/#What_is_ISOIEC_20000_like\" >What is ISO\/IEC 20000 like?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/articles\/iso-20000-why-should-you-adopt-it\/#What_do_people_who_have_adopted_ISOIEC_20000_think\" >What do people who have adopted ISO\/IEC 20000 think?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/articles\/iso-20000-why-should-you-adopt-it\/#Conclusion\" >Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"What_is_ISOIEC_20000\"><\/span><span style=\"font-weight: 400;\">What is ISO\/IEC 20000?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">ISO\/IEC 20000, like other ISO standards, is an internationally recognized standard for an IT Service Management System.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And what does that mean?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, this standard helps organizations implement a reliable system to provide IT services (However, some organizations that provide other types of services also follow this standard).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Such a system is implemented and operated to provide visibility, control of services, and continuous improvement.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The benefit of this: more effectiveness and efficiency of services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the ISO\/IEC 20000 document, you can check an illustration of this system:<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-1108\" src=\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/Iso-iec-20000.jpg\" alt=\"Sistema de Gerenciamento de Servi\u00e7os (SGS) descrito na ISO\/IEC 20000\" width=\"726\" height=\"517\" \/><\/p>\n<div class=\"w-full border-b border-black\/10 dark:border-gray-900\/50 text-gray-800 dark:text-gray-100 group bg-gray-50 dark:bg-[#444654]\">\n<div class=\"text-base gap-4 md:gap-6 m-auto md:max-w-2xl lg:max-w-2xl xl:max-w-3xl p-4 md:py-6 flex lg:px-0\">\n<div class=\"relative flex w-[calc(100%-50px)] flex-col gap-1 md:gap-3 lg:w-[calc(100%-115px)]\">\n<div class=\"flex flex-grow flex-col gap-3\">\n<div class=\"min-h-[20px] flex flex-col items-start gap-4 whitespace-pre-wrap\">\n<div class=\"markdown prose w-full break-words dark:prose-invert light\">\n<p style=\"text-align: right;\"><em>Source: ISO\/IEC 20000<\/em><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<p><span style=\"font-weight: 400;\">See that many of the terms found in the standard are the same as those we see in ITIL.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">All of this structure has requirements described in the document.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"What_is_ISOIEC_20000_like\"><\/span><span style=\"font-weight: 400;\">What is ISO\/IEC 20000 like?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">ISO\/IEC 20000 is aligned with the high-level structure and terminology of what we call &#8220;Annex SL,&#8221; an appendix to the ISO Directives.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This structure is applied to several other management systems, such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ISO 9001 &#8211; Quality Management System;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ISO 14000 &#8211; Environmental Management System;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ISO\/IEC 27001 &#8211; Information Security Management System.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The application of this high-level structure results in several requirements that are the same across these standards. In addition, ISO\/IEC 20000 consists of 10 clauses:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Scope &#8211; A general description of what the standard involves;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Normative References &#8211; In the case of ISO\/IEC 20000-1, there are no references here, and therefore it can be used as an independent standard;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Terms and Definitions &#8211; Section with the main terms used in the standard, such as service, process, among others;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Organization Context &#8211; Section of the standard that requests a series of activities to determine internal and external issues to the organization;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Leadership &#8211; Section that deals with the requirements for top management;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Plan &#8211; Section that deals with the step-by-step planning of the Service Management System;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service Management System Support &#8211; Clause that talks about the requirements for some elements that help maintain the functioning of the SMS;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service Management System Operation &#8211; Clause that offers requirements for various processes involved in the operation of the System, such as Change Management and Incident Management;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Performance Evaluation &#8211; Requirements for measuring all SMS results;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improvement &#8211; Clause that displays the requirements for adopting improvement actions.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"What_do_people_who_have_adopted_ISOIEC_20000_think\"><\/span><span style=\"font-weight: 400;\">What do people who have adopted ISO\/IEC 20000 think?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">According to data collected by the <a href=\"https:\/\/www.bsigroup.com\/LocalFiles\/en-IN\/Certification\/ISO%2020000\/ISO-20000-CEO-Briefing-web.pdf\">British Standards Institution (BSI)<\/a>, 68% of its customers believe that ISO\/IEC 20000 makes the company inspire more confidence in the business. 54% see an improvement in products and services, and 44% said that the standard reduces any type of risk.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In addition, a 2019 <a href=\"https:\/\/www.linkedin.com\/pulse\/isoiec-20000-1-retains-8th-position-worldwide-system-standards-lynda\/?articleId=6709116791706132482\">survey<\/a> identified the most popular ISO standards ranked ISO\/IEC 20000 in eighth place. This means that many companies are seeing the benefits of obtaining an ISO certification for service management.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span><span style=\"font-weight: 400;\">Conclusion<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">ISO\/IEC 20000 is much more than a mandatory document or standard to be followed. It is a kind of guide to best practices for your company to succeed in providing services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For companies that provide services, the message is that it is worth basing their processes on ISO\/IEC 20000. For IT service management professionals, in addition to knowing some best practice guides such as ITIL and PRINCE2, mastering the requirements of ISO\/IEC 20000 can be a differential to grow in the field.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you liked this content, be sure to comment and share with your friends! Also, don&#8217;t forget to check out other articles on this site.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>ISO standards have great importance in the business context. Although they are not mandatory, they are a way to standardize processes and ensure they work properly. This is the case with ISO\/IEC 20000. In this case, we are talking about a standard aimed at the construction and good functioning of a Service Management System (SMS). [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148123,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8044,9429],"tags":[],"class_list":["post-148120","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","category-featured"],"acf":[],"_links":{"self":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148120","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/users\/85233"}],"replies":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/comments?post=148120"}],"version-history":[{"count":1,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148120\/revisions"}],"predecessor-version":[{"id":148122,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148120\/revisions\/148122"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/media\/148123"}],"wp:attachment":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/media?parent=148120"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/categories?post=148120"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/tags?post=148120"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}