Features / Standards
ISO/IEC 20000-1 software
IT service management. A service management system: define services, agree service levels, and manage incidents, problems and change.
Who it’s for
IT service providers and internal IT teams that want a recognised way to run services.
What you still need
The official standard from ISO/IEC (iso.org or your national standards body), and — if you want a certificate — an accredited certification body to audit you. Total ISO helps you build, run and evidence the system; it doesn’t grant certification.
What Total ISO gives you for ISO/IEC 20000-1
Each requirement area below maps to a screen in the app. Your “Requirements” page shows what’s in place and what’s still to do. Coverage for ISO/IEC 20000-1: key areas — the shared management-system structure plus the main specific areas, not every detail of the standard.
4Context and interested parties
Know the internal and external issues and the needs of interested parties that affect your system.
In the app: Relevant issues
4Scope of the system
Define the boundaries and applicability of your system.
In the app: Facilities & processes
5Roles, responsibilities and authorities
Assign and communicate who does what.
In the app: Org chart & people
5Policy
A policy set, communicated and maintained by top management. File it under the folder “Policy”.
In the app: Documents
6Risks and opportunities
Identify risks and opportunities and plan how to address them.
In the app: Risks & opportunities
6Objectives and planning to achieve them
Set measurable objectives with owners, resources and dates.
In the app: Objectives
7Competence and training
Decide what competence people need and keep evidence.
In the app: Training matrix
7Communication
Decide what, when, with whom and how you communicate.
In the app: Communication plan
7Documented information
Create, control and keep the documents and records the system needs.
In the app: Documents
8Operational planning and control
Plan and control the processes that deliver your product or service. File procedures under “Procedures”.
In the app: Documents
9Monitoring and measurement
Decide what to monitor, how often, and evaluate the results.
In the app: Facility inspections
9Internal audit
Audit your system at planned intervals and report the results.
In the app: Internal audits
9Management review
Top management reviews the system at planned intervals.
In the app: Management review
10Nonconformity and corrective action
React to problems, find root causes, correct, and check it worked.
In the app: Corrective actions
Service catalogue and service levels
Define each service, its owner and service-level targets.
In the app: Service catalogue
Incident management
Record service incidents and restore service.
In the app: Incidents
Change management
Assess, approve and record changes to services.
In the app: Management of change
Supplier management
Evaluate and control suppliers, contractors and outsourced processes.
In the app: Vendors
Emergency preparedness and response
Plan for credible emergencies and test the plans.
In the app: Emergency plans
Working to more than one standard?
Most requirements overlap, so you enter things once. One risk register, one set of documents, one audit programme, one corrective-action process — shared by every standard you choose. Your plan includes one standard; each extra is a simple monthly add-on (see pricing) — $20/month for ISO/IEC 20000-1 when it isn’t your included one. Try them all free during the trial.
Mapping follows ISO/IEC 20000-1 (2018) as publicly described. Clause numbers appear only where we are confident of them. Standards are revised periodically; check which edition your certification body audits against. ISO is a registered mark of the International Organization for Standardization. Total ISO is not affiliated with or endorsed by ISO/IEC.