SMS and ISO/IEC 20000 Standard

ISO/IEC 20000 is the first international standard for Service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011 (Current edition: ISO/IEC 20000:2011).
The standard evolved from earlier BS15000 and is a sought after certification scheme for global IT Service providers and IT organizations. From its initial focus on IT Service management (ITSM), the standard has now evolved to a generic Service Management Standard – in its 2011 edition.

Being certified for this standard demonstrates the capability of the organization to provide quality services adopting best practices of service management. ISO/IEC 20000 is aligned to the best practices for service management documented in ITIL® framework.

Establishing and implementation of this standard ensures an organization provide quality services to their customers.

ISO/IEC 20000:2011 standard lays down the specifications that need to be adopted by an organization in order to have an effective and efficient Service Management System (SMS). These specifications are to complied with, in order to achieve certification.

ISO/IEC 20000 Standard – Structure:


 Wings2i has been a preferred knowledge partner to global and regional organizations on ISO 20000 certifications


Wings2i’s role:

Wings2i partner with our clients as the knowledge partner to provide the essential support and facilitation towards the certification:

  • Subject matter expertise and guidance
  • Baseline assessment and development of roadmap
  • End-to-end guidance, advisory services and facilitation

We partner with our customers in the end-to-end certification journey through the key phases as shown below:


Our strength:

Our consultants with cross-domain exposure and experience assist you in your quest for adoption of and certification against the chosen standard(s). With a combined expertise of Assessing, implementation and auditing, our consultants will ensure that the organization reaches the level to achieve the certification in the most effective and efficient manner, as well as establish a capability to sustain the improvements.

Our approach of having consultants for distinct capability requirements (such as consulting/implementation and internal audit) brings in a new dimension and control aspect to our client engagements. With all our consultants being cross-trained and experienced on multiple standards, the capability to integrate among standards is enhanced and a holistic approach to standards adoptions and certifications is easily achieved.

Our experience and working relationship with most of the recognized Registered certifying bodies (RCB) makes the whole certification process smooth, time-bound and cost –effective to our clients.

Our managed services for maintenance of standard, helps organizations rest assured that the management system implemented would be sustained for achieving the long term business objectives. (Refer to our Managed Services page for further details)


SMS & ISO/IEC 20000 Managed Service – Deliverables:

Managed services - Deliverables: Periodic or on-going
A tailor-made and scalable package to suit the organization requirements with hand-picked and customized deliverables from:
  • ITSM, SMS and Process Awareness creation and enhancement
  • Management & Maintenance SMS documentations
  • Best practice guidance and support for continual process improvements
  • Implementation and maintenance of identified SMS controls and practices
  • Internal audits, recommendations, corrective/preventive actions
  • Management reviews


Other specific certification and compliance areas where Wings2i have proven expertise and knowledge leadership are:




Related Managed Services and Deliverables