ISO 20000 IT Service Management (ITSM) ​
Deliver reliable IT services. Reduce incidents. Strengthengovernance. Get certified faster.
ISO/IEC 20000 is the global standard for IT Service Management — helping organisations deliver stable, high-quality, predictable IT services that support business outcomes.
At 6 Sigma Consulting, we make ISO 20000 simple, practical, and fully aligned with your IT operations.
Our WOW–NWOW hybrid framework blends Lean, Agile, ITIL, and Six Sigma to create an ITSM environment that is efficient, compliant, and audit-ready.
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🔒 Why ISO 20000 Matters?
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Reduce recurring incidents
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Increase service reliability
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Improve SLA performance
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Standardise IT processes & governance
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Reduce change failure rates
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Build customer confidence
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Align IT services with business goals
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Prepare for tenders & government contracts​​
It’s not just compliance — it’s better & predictable IT service delivery.
Gap Assessment & Maturity Check
We analyse your ITSM practices, risks, SLAs, KPIs, and documentation against ISO 20000 requirements.
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✔ Deliverable
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Gap analysis report
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Maturity score (1–5)
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Risk & issue register
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Implementation roadmap
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ITSM Controls & Documentation
We build a complete ISO 20000 documentation suite:
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ITSM Policy
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Incident Management Procedure
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Problem Management Procedure
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Change Management SOP
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Configuration Management (CMDB)
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Release & CAB processes
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Service Catalogue
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SLA/OLA templates
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Supplier & Contract Management
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Performance Dashboards​​
✔ Deliverable
ITIL-aligned governance with ISO compliance.
Implementation, Coaching & Internal Audit
We work hands-on with your teams to operationalise the ITSM system:
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Deploy ITSM workflows (ServiceNow / Jira / Freshservice / Remedy)
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Train staff on new processes
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Establish KPIs, SLAs, OLAs
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Run internal audits
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Fix evidence gaps
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✔ Deliverable
Your controls actually work, not just look good on paper
Certification &
Celbration
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We prepare you for a smooth external audit:
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Corrective actions
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ISMS/ITSM dashboard
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Mock audit (Stage 1 & Stage 2 simulation)
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Auditor Q&A coaching
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3-month improvement roadmap
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Final Celebration with team
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✔ Deliverable: Certification Readiness dossier
We follow a 4-Step ISO 20000 Implementation Approach
“Right-First-Time” model >> Simple, Fast, and aligned with ISO’s SL structure.