ISO/IEC 20000:2011 is a service management standard that specifies management best practices and comprehensive controls. The basis of this certification is the development and implementation of rigorous service management policies and processes, which includes the development and implementation of a Service Management System (SMS).

This widely-recognized international standard specifies that SHL does the following:

  • We have documented policies and procedures covering core service management activities.
  • We report on the compliance to these policies on a regular basis through comprehensive service reporting.
  • We have an overarching management process to ensure that the service management processes meet our needs on an ongoing basis.
  • We regularly audit policies and procedures, review the results and continually improve the process.

SHL has certification for compliance with ISO/IEC 20000:2011 which is audited by independent third-party auditors. Our compliance with these internationally-recognized standards and code of practice is evidence of our commitment to service management at every level of our organization and is in accordance with industry-leading best practices.

SHL ISO 20000 certificate is available here.

ISO20000