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ISO/IEC 20000-1

IT service management

Structured, reliable IT service management across the entire service lifecycle.

What it is

ISO/IEC 20000-1 is the standard for IT service management. It defines how to plan, deliver and continually improve IT services across their whole lifecycle.

What it means for you

  • Clearly defined services, SLAs and responsibilities.
  • Incidents, changes and problems handled through consistent processes.
  • Regular reviews of service quality and improvements.

How we apply it

Our IT Operations & Service team works to ISO/IEC 20000-1 processes 24/7. Certification is in progress. Service metrics and audit evidence are available in the Compliance Live Panel.

Other standards and practices

  • ISO 9001 In progress

    Quality management

    Consistently high quality, clear processes and continuous improvement.

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  • ISO/IEC 27001 In progress

    Information security management

    A systematic approach to information protection, security and risk management.

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  • ITIL 4 In practice

    Service management

    Service value system, incident management and SLA delivery 24/7.

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  • COBIT In practice

    IT governance and risk

    Strategic alignment of business goals and IT processes, risk management and audit control.

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  • Secure SDLC In practice

    Secure development lifecycle

    A DevSecOps approach: continuous security testing and code protection at every CI/CD stage.

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  • SRE In practice

    Site reliability engineering

    High-availability engineering (up to 99.99%) with SLO/SLI metrics and error budgets.

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  • Zero Trust In practice

    NIST SP 800-207

    Security architecture with no implicit trust: strict identity verification and microsegmentation.

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