ISO/IEC 20000 Assessment

A gap analysis of conformance of your Service Management capability against ISO/IEC 20000 to inform the detail of a performance improvement or certification programme.


  • Online Assessment Surveys
  • 360 degree business perception of service capability
  • Highlights focus areas
  • Enables a plan aligned to business need
  • Detailed findings and scores against investigated processes
  • Expert observations and recommendations
  • Compliance/Gaps against ISO/IEC 20000 international standard for Service Management


  • Multi-phase Journey Plan
  • Gap analysis against all ISO20K requirements
  • Simple and clean survey interface
  • Cloud application - nothing to install
  • Sophisticated statistical engine and role-based surveys
  • Minimum staff impact, reduced consultancy cost
  • Immediate reporting based on the most current data
  • Suitable for new certification, recertification or alignments
  • Adheres to ISO20K Part 5 guidance


£4000 per unit

Service documents

G-Cloud 10



Matthew Burrows


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No known constraints
System requirements
  • Internet access
  • Browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times No longer than next working day
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Response within 4 working hours.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Various options are available, including onsite and online training, workshops and consultative-led engagements.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction A data extract is provided if required.
End-of-contract process Everything described is included. Pricing includes a number of optional items.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Accessibility standards WCAG 2.0 AAA
Accessibility testing Extensive testing for each release.
Customisation available Yes
Description of customisation Users can pick the processes they want to include.


Independence of resources Fully scalable enterprise solution, hosted on Microsoft Azure.


Service usage metrics Yes
Metrics types Statistical significance rates based on a number of people engaged across each role in the process; overall completion and progress data; full data upon completion.
Reporting types
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency Never
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach An export file is provided to users on request.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability The cloud host enables up to 24 hours 7 days a week up time. For internal maintenance and updates an estimated 2 hours of outages to perform these updates should be expected. Outages are performed during off-peak times for any major assessments in progress.
Approach to resilience Data centre is set up using Azure Cloud hosting. More information is available on request.
Outage reporting System administrators receive email notifications on any issues appearing on cloud host. Login page for the system has an alert ticker that will report any system maintenance or planned outages

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Separate sites are used to perform service provider functionality compared to user survey functionality. Role based security used to control access to the sites.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We strictly control administrative access to the system. We make full use of the Azure monitoring capability and get notification if unusual activity is detected.
Information security policies and processes BSMimpact are accredited to ISO9001 and have implemented an Integrated Management system to support the governance and management of our business processes. We have ensured that we adhere to the requirements of Cyber Essentials.

All processes have named process owners and managers responsible for the successful operation and compliance of their designated processes. Incidents are recorded and reviewed by the management team, as appropriate.

We have supporting documentation such as an IT Security Policy, Data Protection/Privacy Policy and Data Export Agreements with our Suppliers.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach All changes to the system are managed and reported via the Jira Tracking system and an code source changes are maintained via a Git Repository.
Changes are first deployed to a Test environment which goes through 2 layers of system testing and user acceptance testing. Once the testing is confirmed the patch is scheduled into the next maintenance window or if deemed critical will be patches as soon as possible. While avoiding possible impact to current active assessments.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Potential threats and critical patches to the skillstx system are usually deployed with 24 hours of being identified.

Infrastructure threats and security is managed by the cloud host which conforms to CSA CCM v3.0.

Potential threats are usually identified by notifications received from industry sources such as Microsoft as part of the belonging to the Azure partnership relationship.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Potential compromises are logged into the Jira Incident Tracking system.
Incidents are usually dealt with as soon as possible within an hour up to 24 hours if a compromise is detected. All key staff are available on call to be able to enact upon issues.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Knowledge base is available for common issues found for users.
Users have access to report incident directly into the Jira tracking system
Key contact resources are available to be contacted for assistance.
Incident reports can be generated by the Jira tracking system.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No


Price £4000 per unit
Discount for educational organisations No
Free trial available No


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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