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ISO/IEC 20000

The ISO/IEC 20000 Standard

The ISO/IEC 20000 standard is a management standard for the IT services industry that was released in 2009. It lists the processes required for an effective and efficient management of information technology systems and services. This article highlights how this standard has helped PTS to improve our services to our customers.

Why implement the standard?

PTS are always looking for ways to improve our IT support services and deliver more efficiently for our clients. One of the ways we chose to do this was by implementing ISO/IEC standards. ISO / IEC standards are are important because they are an internationally recognised and annually audited set of guidelines that help us to deliver and improve the quality, efficiency and security of our IT services.

ISO/IEC 20000 has helped to improve the services that we provide to our customers. For example, it has helped us to improve the security of our data, the accuracy of our documents, reporting, and the speed and responsiveness of our service management.

One of the main reasons we implemented the ISO/IEC 20000 standard is because it lays down the clear processes to follow which are proven to be effective in improving our IT service management operations and therefore the services which we deliver to our clients.

Since implementing the standard, we have seen notable improvements in our services. For example, we have been able to reduce the time it takes to manage tickets to the IT service desk. We have also been able to improve our overall ticket management processes, reporting, customer support and communication processes.

Implementing the the standard into our business was at first a daunting task. But working closely with our partner and using their documentation tools we took what was a complex process and condensed it down to a much more manageable task.

How does ISO/IEC 20000 improve our service?

ISO/IEC 20000 is an internationally recognised standard that defines the requirements for the management of information technology resources.

The ISO/IEC 20000 offers us a rigorous and standards-based approach to managing our IT services and information technology resources. This ensures that we are able to deliver internationally recognised high-quality IT services, meet customer expectations, and maintain compliance with regulations.

By implementing ISO/IEC 20000, we have improved our processes and procedures, reduced staff time wasted on manual tasks, and increased efficiency and security across our business. Our customers can trust that we are using best practices to manage their information technology resources, and this has helped us to retain their business and build confidence in our services.


Along with ITIL the ISO/IEC standard has long been considered the gold standard in IT Service Management. ISO/IEC provides a framework for businesses of all sizes to measure their performance, identify areas for improvement, and implement best practices.

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