ISO/IEC 20000

ISO/IEC 20000-1:2011

ICC achieved a major milestone in December 2017, with ISO/IEC 20000 service management certification for all of its shared services. This complements the ISO 20000 certification for ICC services provided to the UN’s Department of Field Support (DFS) in Valencia, Spain; Brindisi, Italy and at their New York helpdesk. This is a testimonial to the fact that ICC is poised to establish and embed a culture of continual improvement in the quality of ICT services provided to its Clients across the entire UN family.

Clients and Partner Organizations look to ICC for trusted, reliable, consistent services. ISO/IEC 20000 is now providing us with the needed governance, standards, and processes to make a leap from okay to outstanding, from better to brilliant service support. Marco Liuzzi, Officer-in-Charge, Operations (OP), ICC

After an audit of sample processes across service areas and business processes in all ICC offices over November and December 2017, the auditor had no major findings, made three minor observations, noted 21 opportunities for improvement and cited two positive comments – on the ICC Service Continuity Plan and on the ongoing commitment of ICC senior management to this effort. She recommended certification at that time – and we now have confirmation of certification – and the certificate (see below)!
This is a three-year certification and represents a significant achievement for the ICC organization and important value to our Clients. To provide some context on achieving the certification, as of 31 December 2016, fewer than 1,600 ISO 20000 certifications had been awarded in Europe and North America.
On 5 February 2015, ICC received ISO/IEC 20000-1:2011 certification (certificate number GB15/92558). In November and December 2014, ICC was audited by SGS (with successful surveillance audit updates until recertification) for the ICC Service Management System (SMS) that delivers internal ICT services to the Department of Field Support of the United Nations (DFS) and the UN’s Office of Information and Communications Technology (OICT) from Brindisi, Italy and Valencia, Spain, as well as ICT services to DFS from New York, USA. ISO 20000, among other benefits, demonstrates how the values of ICC are pursued and achieved in terms of:


  • Service focused on policies and objectives related to IT and business strategy
  • Increased IT & business productivity
  • Deliver services that are best value
  • Documented SMS and service requirements
  • Governance of processes operated by other parties – controlled supply chain
  • Optimised and controlled costs.

Operational Excellence Focus

  • Independent proof of good practice and commitment to ITSM and service excellence
  • Improved service quality
  • Control of SMS and services, measurement and reporting
  • Improvement cycle implemented
  • Consistency
  • Traceability
  • Control provided across processes
  • SLAs related to the service requirements are agreed with the customer and managed
  • Business relationship improved
  • Suppliers managed in a consistent and controlled way.

​​Flexibility to Adapt to Changing Demands

  • Easier implementation of new or changed services
  • Ability to implement higher volumes of successful changes
  • Supports ‘interchanging’ of service providers and staff by virtue of the creation of inter-enterprise operational processes
  • Aids major organizational changes through the creation of a standard and consistent approach.