Cybiant’s ISO/IEC 20000 Readiness Assessment is a structured consulting service that helps organizations evaluate their preparedness for ISO/IEC 20000 certification — the international standard for IT Service Management (ITSM). Based on ISO/IEC 20000:2018, the latest version of the standard, our assessment provides a detailed, evidence-based view of your ITSM capabilities and a clear, actionable roadmap to certification.

Our team of experienced ISO/IEC 20000 consultants brings deep knowledge of both the standard and global ITSM best practices. We assess not only compliance, but also the efficiency, maturity, and alignment of your service management processes, ensuring improvements deliver lasting operational and business value.

Achieving ISO/IEC 20000 certification is more than a compliance exercise — it’s an opportunity to strengthen IT service delivery, improve customer satisfaction, and embed best practices into daily operations. Without a readiness assessment, organizations risk:

• Overlooking key process gaps that can cause certification delays or failures
• Investing in inefficient or misaligned process changes
• Missing opportunities for cost reduction and automation
• Lacking a structured, prioritized roadmap to guide improvement efforts

Cybiant’s readiness assessment mitigates these risks by giving you a complete and objective view of your current state, backed by practical recommendations.

The ISO/IEC 20.000 Readiness Assessment service is a structured approach to assessing an organization’s readiness for ISO/IEC 20.000 certification. The service typically involves the following steps:

1. Planning and Preparation: In this phase, the ISO/IEC 20.000 consultant will work with the organization to establish the scope and objectives of the service. This will involve identifying the key IT service management processes to be assessed, as well as establishing the timeline and budget for the service.
2. Assessment: The assessment phase involves a comprehensive review of the organization’s IT service management practices. This may involve reviewing documentation, conducting interviews with key personnel, and observing IT service management processes in action. The ISO/IEC 20.000 consultant will use a standardized assessment methodology to ensure that the assessment is thorough and objective.
3. Gap Analysis: The gap analysis phase involves the identification of gaps and areas for improvement in the organization’s IT service management practices. The ISO/IEC 20.000 consultant will work with the organization to prioritize the identified gaps and develop a plan for addressing them.
4. Roadmap Development: The roadmap development phase involves the development of a detailed plan for achieving ISO/IEC 20.000 certification. This may involve the development of policies and procedures, the implementation of new ITSM processes, and the training of staff on IT service management best practices.
5. Report and Presentation: The final phase of the service involves the development of a comprehensive report that summarizes the findings of the assessment and provides a roadmap for achieving ISO/IEC 20.000 certification. The report will include a detailed analysis of the organization’s IT service management practices, the identified gaps and areas for improvement, and the roadmap for achieving certification.

There are no formal prerequisites for an ISO/IEC 20.000 readiness assessment service. However, it is recommended that the organization undergoing the assessment have a basic understanding of the IT service management (ITSM) framework and ISO/IEC 20.000 standard. Additionally, it is useful if the organization has a documented description of its IT services, service-level agreements, and service management policies and procedures. The more prepared an organization is before the assessment, the more effective the assessment can be in identifying areas for improvement and making recommendations for achieving ISO/IEC 20.000 certification.

Organizations that have not documented or structured their ITSM Processes yet, are recommended to start with our ITSM Process Design and Implementation service.

The deliverables of the ISO/IEC 20.000 Readiness Assessment service typically include:

1. Assessment Report: A comprehensive report that summarizes the findings of the assessment, including a detailed analysis of the organization’s IT service management practices, the identified gaps and areas for improvement, and the recommended roadmap for achieving ISO/IEC 20.000 certification.
2. Roadmap for ISO/IEC 20.000 Certification: A detailed roadmap for achieving ISO/IEC 20.000 certification, including recommendations for the development of policies and procedures, the implementation of new ITSM processes, and the training of staff on IT service management best practices.
3. Executive Summary: A high-level summary of the assessment that can be used to communicate the results of the service to senior management.

Cybiant combines deep technical understanding of ISO/IEC 20000 with hands-on ITSM transformation experience. We don’t just prepare you for an audit — we help you embed best practices that improve service quality, efficiency, and compliance in the long term. With experience across government, enterprise, and mid-market sectors, we deliver practical, achievable certification roadmaps that accelerate results and minimize risk.