ISO 20000

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Health and Safety


Implementing ISO 20000 helps organisations to understand, evaluate, measure and assess their performance.

What is ISO 20000?

ISO 20000 is the international standard that describes best practice for IT service management (ITSM). The standard is closely aligned to Information Technology Infrastructure Library (ITIL) in terms of its approach and objectives but is increasingly becoming the norm for ITSM systems. Implementation of this standard helps organisations to understand and evaluate how effectively they deliver managed services, measure service levels, and assess their performance against agreed service levels. The main driver behind adopting the standard is to demonstrate to current and potential clients that the organisation is committed to providing a high-quality service. Adopting the standard can also assist with the more efficient use of limited resources and can reduce the cost of variation and poor service provision, therefore helping with customer retention. Many customers will also use the standard as a condition for the appointment of the IT related service providers in their supply chain.

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Why should it be considered?

ISO 20000 can help your organisation standardise its information technology (IT) service management, improve services, demonstrate its ability to meet requirements and create a robust framework which will allow for independent assessment. It sets the standards that service management processes should aim for at an internationally recognised level.

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What impact will it have?

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Competitive advantage:

ISO 20000 will demonstrate that your organisation applies a structured and effective approach to IT service management and certification to the standard which can be clearly demonstrated to new and existing customers.

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Information and analysis

Information is essential to any business decision making. Implementing ISO 20000 will enable the identification of suitable metrics for your business processes, which will enable you obtain a true picture of operational and business performance. Not only will this tell you where things are working effectively, it will also identify pain points and provide a framework for addressing these.

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Improved Performance

Implementing ISO 20000 will help your organisation to establish processes and plan to effectively manage service delivery and to adopt a clear focus on continual improvement not only in terms of internal processes but also in terms of outward service delivery.

How can Quadra help?

With over three decades of experience, Quadra have developed a tried and tested approach to implementing ISO systems, which has been applied with a wide range of clients in many countries.

When implementing ISO 20000, the process is simple.

Gap Analysis: Quadra will measure your organisations current systems and controls against the ISO 20000 requirements.

Action Plan: Planning will then take place for the key steps and milestones in the ISO 20000 implementation and certification process.

System Development: Key pieces of content will then be developed for the system e.g., business processes, risk management frameworks and controls, policy and objectives, policies and procedures.

Implementation Support: Quadra will provide your organisation with support to help build evidence of compliance with ISO 20000.

Preparation for External Audit: We can also assist with preparation for external audit by conducting internal audits and management reviews. As well as attending the certification audit.

We Can Help to Add Value to Your Organisation

Our simple no-nonsense approach is focused on delivering value and adding benefit.

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Highly Experienced Consultants

Our consultants are both highly skilled and experienced in their field.

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Proven Track Record

Quadra has a proven track developed over 30 years in both national and international markets.

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Making ISO Work For You

Our approach ensures that you don't have to reinvent your organisation.

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Customer Retention

Our clients are our most important assets and our aim is to become your trusted partner of choice.

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International Experience

We have developed a strong reputation in all industry sectors and with a varied client base. From small, local, indigenous companies to large multinationals.

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Big Enough to Cope, Small Enough to Care

Our aim is to provide our clients with a solution which addresses their need. Our aim will always be to deliver a solution that works.


Years' Experience

We have over 30 years’ experience assisting businesses in the provisions of ISO Standards, Compliance and Training.


Client Satisfaction

Ensuring our customers are satisfied is our number one commitment.


Projects Completed

With over 3000 projects completed to date on a local, national and international basis we have developed an approach which is focused on delivering a solution which will add value.

Need ISO Training?

Quadra can offer both awareness and internal auditor training for the ISO 20000 standard. This training is available through public training events, inhouse training and online training within the UK and ROI.

9:00 am - 5:00 pm

IMS Internal Auditor – Northern Ireland

9:00 am - 5:00 pm

ISO 9001 Internal Auditor – Northern Ireland

Experienced Consultants

With over 30 years’ experience and having assisted over 3000 organisations to achieve ISO certification, there is no provider better placed to assist your organisation on its journey to implement ISO 20000.

Our tried and tested approach will enable your organisation to achieve certification to the IT Service management standard in a realistic timescale with minimal disruption and cost while adding maximum value.

If you feel implementing an IT Service management system to your organisation will bring benefit to your business, contact us.