ITIL and ISO/IEC 20000

Q: How will achieving ISO/IEC 20000 help my organisation?

A: ISO/IEC 20000 is a globally recognised standard of IT service excellence. Adopting this standard will enable your organisation to plan, manage, deliver, monitor, review and improve your services in a structured and controlled manner.

Q: I have been asked to get all our IT staff ITIL educated. What can Marval do to help me achieve this?

A: As co-authors of ITIL, Marval are well-placed to help your staff understand and buy-in to the concept of ITIL. You have two immediate options:

  1. Awareness training for all staff followed by Certification at Foundation level for all staff who will benefit from attaining a formal qualification.
  2. Awareness training for all staff; ITIL Foundation Essentials 2-day courses (no exam) plus senior executive ITIL briefings. These briefings are specifically designed for senior management and executives from both IT and the business.

Either option provides a wide spread of knowledge through acquisition of ITIL understanding at all levels and across all areas of your organisation.

Contact us now to find out more:
T: 44 (0)1536 714327 or E:

Q: I've been asked to find out how we can become an ISO/IEC 20000 certified organisation. Please can you advise me on the best way to attain the ISO/IEC 20000 certification?

A: As an ISO/IEC 20000 certified organisation ourselves and co-authors of the standard we can certainly help you to attain your own certification without confusion. ISO/IEC 20000 is not complicated; it may just be a little different to the way your organisation currently works.

Contact us now to find out more:
T: 44 (0)1536 714327 or E:

Q: If we want to attain ISO/IEC 20000, what do you recommend we should start with?

A: Talk to Marval so that we can help you determine which the best approach for your organisation is. Every organisation is different, and an important project such as this must be developed to suit your particular requirements.

Q: We already have ISO 9000 certification - do we need ISO/IEC 20000 as well?

A: If you are wish to certify your IT Service Management processes specifically, then ISO/IEC 20000 is the standard for you. It is not directly related to ISO9000 but there are some areas of overlap between the standards.

Q: We are planning to implement ITIL within our organisation. I have been made responsible for this but don't know where to start. Can Marval help me?

A: Marval has helped in excess of 300 organisations implement and embed ITIL into their way of working.  As co-authors and practitioners of ITIL, Marval possess a wealth of real-world pragmatic advice for you whether you are new to ITIL or familiar with it already. This advice is provided through Marval's knowledge-transfer approach to working with all customers.

For an initial discussion of your requirements Contact Marval Training & Consultancy on:

T: 44 (0)1536 714327 or E:

Q: What are the differences between ITIL and ISO/IEC 20000?

A: ISO/IEC 20000 is aligned and underpinned by ITIL but the key points of difference are:

  • ITIL is NOT prescriptive - ISO/IEC 20000 IS
  • ITIL does NOT insist on continual improvement - ISO/IEC 20000 DOES
  • ITIL does NOT insist on evidence to prove quality and progress - ISO/IEC 20000 DOES
  • ITIL quality CANNOT be externally/internally audited or benchmarked - ISO/IEC 20000 quality CAN
  • ITIL is NOT being demanded by business - Governance controls, agility, auditability and accountability ARE
  • ITIL is NOT a business and/or organisational certification - ISO/IEC 20000 IS

Q: What formal IT Service Management certification courses do Marval offer?

A: Marval's comprehensive Education Prospectus provides full details of all the courses we provide including ITIL Foundation Certificate in ITSM.

Q: Why should I choose Marval to help my organisation attain ISO/IEC 20000?

A: Marval provides an integrated range of services covering training and consultancy, all of which can support you in your journey towards ISO/IEC20000 certification. There are various ISO/IEC 20000 education options available to you including  our popular 'Getting ready for ISO/IEC 20000' programme - our comprehensive consultancy service designed to help and support you right from the beginning of your ISO/IEC 20000 journey all the way through to your first audit and beyond.

For full details of all our ISO/IEC 20000 offerings, including formal certification courses, please contact us T: 44 (0)1536 714327 or E: