ISO 20000

IT Services Manager

Guarantees the quality of IT services to its internal or external customers, based on the ISO/IEC 20000 standard. It was developed by ISO in 2005 on the basis of the ITIL best practices, which has undergone a major overhaul in 2011 and 2012 and recommends an integrated process approach and a service management system to ensure continuous improvement of all services and processes.

Detailed description

  • Quality analysis of the IT services.
  • Implementation of ISO 20000 best practices, by setting up processes for the provision of services, control, relations, resolution and production.
  • Implementation of the PDCA cycle for continuous improvement of services and processes
  • IT Service Management


ISO/ IEC 20000:2011/2012 Management of information technology services. Publication: ISO


The Foundations ievel is the validation of the first level in the ISO 20000 curriculum.

It attests to the person’s knowledge on the fundamentals of the ISO/IEC 20000:2011 standard that enable him/her to exchange for all relations concerning his/her practices or specifications, with other internal or external entities; or to participate effectively in activities or projects when they are supervised by a person with a superior certification of the same curriculum. The Foundations certification does not reach the level of any of the superior competences delivered by ITE-AUDIT.


Specialist certification is the second level validation in the ISO 20000 curriculum.

It attests to the certified person’s in-depth knowledge of parts 1 (requirements) and 2 (application guide) of ISOCEI 20000:2011, enabling him/her to participate in the implementation of good practices; which may be responsible for the integrity of the approach to the services identified by the provider. It also recognises the possibility of carrying out internal audits (but does not fall within the competence of an external auditor), local consultancy services (but does not fall within the competence of an internal consultant) and project management services within the framework of the services identified.