Solisma Insight Survey Results

ISO/IEC 20000 - An Australian Snapshot

In 2015 Solisma conducted a survey to establish an Australian benchmark relating to the adoption and use of the ISO/IEC 20000 standard for Service Management. The results below provide a summary view to the uptake of the International Standard in Australia, and its relation to the popular ITIL® service management framework.

Australian Corporate Adoption

ISO/IEC 20000 vs. ITIL® - The Sequence of Deployment

ITIL First

74% of organisations
deployed ITIL first

Both Together

11% of organisations deployed both
ITIL and ISO/IEC 20000 together

ISO/IEC 20000 First

8% of organisations
deployed ISO/IEC 20000 first


7% have not deployed
either ITIL or ISO/IEC 20000
Of special interest is a comparison with the Asia Pacific region, where the ISO/IEC 20000 standards tends to be implemented first or with the support of ITIL
Use of ISO/IEC 20000 On the Rise

An increasing number of Australian businesses are using the ISO/IEC 20000 international standard
to complement their existing ITIL processes. This figure is set to increase through 2016 and beyond.

Australian Corporate Utilisation

How Organisations are Using ISO/IEC 20000
  • Use ISO/IEC 20000 for Guidance58%
  • Planning to use ISO/IEC 2000012%
  • Decided NOT to use ISO/IEC 2000012%
  • Not Aware of ISO/IEC 200008%
  • Intend to Achieve Certification4%
Although certification is lower in Australia than the rest of the world, a high percentage of Australian organisations still rely on the standard for best practice guidance.

Australian Corporate Requirements

Top Five Reasons for Implementing Service Management

ISO is a trademark of the International Organization for Standardization. IEC is a trademark of the International Electrotechnical Commission. ITIL® is a Registered Trade Mark of AXELOS Limited.