ISO 20000 IT Service Management

Master IT Service Delivery with Confidence

Transform chaotic IT operations into a world-class Service Management System. Bitlion aligns your processes with ITIL best practices and ISO 20000 requirements for proven service excellence.

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150+ IT Organizations Certified
85% SLA Improvement
60% Faster Incident Resolution
ITSM Dashboard
98.5%
SLA Compliance
2.5 hrs
Avg Resolution Time
ITIL SERVICE LIFECYCLE

Complete Service Management Coverage

ISO 20000 covers the entire IT service lifecycle from strategy to continual improvement

Service Strategy

Define service portfolio and strategic objectives

Service Design

Design services, SLAs, and supporting processes

Service Transition

Manage changes and releases effectively

Service Operation

Deliver and support services day-to-day

Continual Improvement

Measure, analyze, and improve services

MATURITY ASSESSMENT

Where Are You on the ITSM Maturity Journey?

Bitlion helps you progress from ad-hoc to optimized service management

Level Characteristics Bitlion Helps You
Level 1
Initial/Ad-hoc		 Processes are unpredictable, poorly controlled. Success depends on individual heroics. Define baseline processes, create service catalog, establish incident workflows
Level 2
Repeatable		 Basic processes exist but are not consistent across teams. Limited documentation. Standardize procedures, implement change management, create knowledge base
Level 3
Defined		 Processes are documented and standardized. Organization-wide adoption. Implement SLA management, integrate CMDB, automate reporting
Level 4
Managed		 Processes are measured and controlled. Data-driven decision making. Advanced analytics, predictive insights, continuous monitoring
Level 5
Optimized		 Continuous improvement culture. Proactive and innovative service delivery. AI-driven optimization, automated remediation, innovation enablement

Your Path to ISO 20000 Certification

A streamlined journey from assessment to certification

1

Discover

AI-powered analysis of your current ITSM processes and gap identification

2

Design

Create service catalog, SLAs, and process documentation with AI templates

3

Implement

Deploy workflows, train teams, and operationalize your SMS

Certify

Audit preparation, evidence collection, and certification success

Average Time to Certification

6-10 Weeks vs. 9-18 months traditional

ITSM MODULES

Complete IT Service Management Suite

Integrated modules that work together seamlessly

Incident & Problem Management

Structured incident handling with AI-powered categorization, automatic escalation, and root cause analysis.

Auto-categorization
SLA tracking
Known error DB
RCA workflows

Change & Release Management

Controlled change processes with risk assessment, CAB workflows, and automated rollback procedures.

Change calendar
Risk scoring
CAB automation
Release tracking
Service Catalog

Self-service portal with service descriptions, SLAs, and request fulfillment

CMDB & Assets

Configuration items, relationships, and dependency mapping

SLA Management

Define, monitor, and report on service levels in real-time

ISO 20000-1:2018

Complete Standard Coverage

Bitlion addresses all requirements of ISO 20000-1:2018 with dedicated modules and automated compliance tracking.

10

Clauses Covered

50+

Requirements

100%

Compliance
Clause 4

Context of the Organization

Clause 5

Leadership & Commitment

Clause 6

Planning the SMS

Clause 7

Support & Resources

Clause 8 - Operation

Service Portfolio • Relationship • Design & Transition • Delivery & Resolution

Clause 9

Performance Evaluation

Clause 10

Improvement

Transform your IT service delivery.

Build a world-class Service Management System that drives customer satisfaction and operational excellence.

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Trusted by IT Service Leaders

Hear what they say about Bitlion's ITSM solution

★★★★★

"Bitlion helped us achieve ISO 20000 certification in record time. Our service delivery has improved dramatically with the structured processes."

Andi Prasetyo

IT Service Manager, PT Telkom Services

★★★★★

"The incident and problem management modules transformed how we handle IT issues. Resolution times dropped by 60%."

Dewi Lestari

Head of IT Operations, PT Bank Digital

★★★★★

"Finally, a platform that understands ITIL and ISO 20000 together. The automated documentation saved us hundreds of hours."

Rizky Ramadhan

CTO, PT Cloud Indonesia

★★★★★

"Our SLA compliance went from 78% to 96% after implementing Bitlion's service level management module."

Sinta Wijaya

Service Delivery Manager, PT MSP Andalan

★★★★★

"The change management workflow prevented several potential outages. CAB meetings are now data-driven and efficient."

Budi Santoso

IT Director, PT Manufacturing Tech

★★★★★

"Bitlion's CMDB integration gave us visibility into our infrastructure we never had before. Impact analysis is now instant."

Maya Putri

Infrastructure Manager, PT Data Center Indo

★★★★★

"The self-service portal reduced our ticket volume by 40%. Users love being able to request services themselves."

Hendra Kusuma

Service Desk Manager, PT Retail Group

★★★★★

"ISO 20000 audit was smooth with Bitlion. All evidence was organized and readily available for the auditors."

Agus Firmansyah

Quality Manager, PT IT Solutions

IMPLEMENTATION PROCESS

Your Journey to ISO 20000 Certification

Build a world-class Service Management System efficiently

01

Service Portfolio Analysis

Define SMS scope, identify services, and map current service management processes against ISO 20000.

1-2 Weeks
  • Service catalog creation
  • Process discovery
  • Stakeholder mapping
02

Gap Analysis & Planning

AI-powered assessment of your current maturity against all ISO 20000-1:2018 clauses and requirements.

1-2 Weeks
  • Maturity assessment
  • Gap identification
  • Implementation roadmap
03

SMS Implementation

Implement service management processes, generate documentation, and deploy workflows for all ITSM areas.

3-5 Weeks
  • Process implementation
  • Policy & procedure docs
  • Tool configuration
04

Certification Audit

Complete audit preparation with evidence collection, internal audit, and achieve ISO 20000 certification.

1-2 Weeks
  • Internal audit
  • Evidence packaging
  • Certification support

Done → Service excellence certified

Achieve ISO 20000 certification and deliver world-class IT services

FAQs

Everything you need to know about ISO 20000 certification with Bitlion AI

ISO 20000 is the international standard for IT Service Management. It's essential for IT service providers, managed service providers (MSPs), IT departments, data centers, and any organization that wants to demonstrate their ability to deliver quality IT services consistently.

ITIL is a framework of best practices for IT service management, while ISO 20000 is a certifiable standard. ITIL provides guidance on what to do, while ISO 20000 provides requirements that must be met for certification. ISO 20000 is largely aligned with ITIL practices.

ISO 20000 covers: Service Portfolio Management, Relationship Management, Supply Management, Service Design & Transition, Incident Management, Problem Management, Change Management, Service Level Management, Configuration Management, and Continual Improvement.

With Bitlion's AI-powered platform, organizations typically achieve ISO 20000 certification in 6-10 weeks. Traditional approaches can take 9-18 months. The timeline depends on your current maturity level and organizational size.

Yes, ISO 20000 and ISO 27001 complement each other well. ISO 20000 focuses on service management while ISO 27001 focuses on information security. Many organizations implement both using an integrated management system approach, which Bitlion fully supports.

Key documentation includes: Service Management Policy, Service Catalog, SLA documentation, process procedures for all ITSM areas, CMDB, incident/problem/change records, service reports, and continual improvement plans. Bitlion generates all required documentation automatically.

Bitlion provides comprehensive SLA management including: SLA definition and templates, real-time monitoring dashboards, automated breach alerts, performance trending, service level reporting, and integration with incident/request management for automatic SLA tracking.

Benefits include: Improved service quality and customer satisfaction, reduced costs through efficient processes, competitive advantage in tenders, better alignment between IT and business, reduced risk of service failures, and internationally recognized proof of service excellence.

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Join organizations that trust Bitlion for ISO 20000 and ITSM excellence

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