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Mitigata

ISO/IEC 20000-1:2018 for audit-ready ITSM.

Mitigata helps you prepare for ISO/IEC 20000-1:2018 by organising your Service Management System, ticket evidence, SLAs, change records, service owners, and audit-ready ITSM workflows.

800+ businesses protected25+ compliance standards supported99% audit success rate
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How Can ISO 20000 Compliance Support Your Business?

ISO 20000-1 helps you prove that your IT services are planned, delivered, measured, improved, and not held together by ticket comments and heroic follow-ups.

Win enterprise confidence

Enterprise clients want service providers who can prove incident handling, change control, service continuity, SLA tracking, and improvement practices. ISO 20000-1 gives that proof structure.

    Improve service discipline

    Certification helps IT teams standardise service requests, incidents, changes, problems, suppliers, SLAs, reporting, and continual improvement across daily operations.

      Reduce audit and customer friction

      A strong IT service management system helps answer vendor reviews, customer audits, RFP questions, and service assurance checks with cleaner evidence and fewer last-minute document hunts.

        How Mitigata gets your SMS audit-ready

        Mitigata does not leave ISO 20000-1 to old ITIL notes and scattered ticket exports. Gordon AI helps map services, track evidence, monitor gaps, and keep your Service Management System moving.

        • 01 / 06

          Scope the SMS

          We define which services, teams, locations, tools, suppliers, customers, SLAs, and support processes sit inside your ISO 20000-1 scope.

        • 02 / 06

          Run the AI gap scan

          Gordon AI reviews your service processes, documents, tickets, reports, records, and evidence against ISO 20000-1 requirements.

        • 03 / 06

          Map service owners

          We identify who owns each service, process, supplier, SLA, report, risk, and improvement action, so accountability does not hide inside ticket queues.

        • 04 / 06

          Build service controls

          Incident, request, change, problem, release, continuity, supplier, configuration, and SLA processes are documented and brought into one working system.

        • 05 / 06

          Automate service evidence

          Gordon AI tracks audit evidence, ticket samples, reports, approvals, review records, exceptions, and missing artefacts before audit week arrives.

        • 06 / 06

          Prepare and stay ready

          We organise auditor evidence, support internal audits, prepare management review inputs, and keep monitoring after certification so service quality does not go cold.

        Why Mitigata

        ISO 20000-1 before and after Gordon AI joins the service desk.

        The old way runs on ticket exports, scattered SOPs, manual SLA reports, and audit-week evidence chasing. Mitigata uses Gordon AI to keep service records, owners, gaps, and readiness visible.

        Let's Make This Easier
        BEFORE AI-POWERED ISO 20000-1
        Status quo

        Manual reports. Messy handoffs. Audit-week panic.

        • 01·Ticket evidence chase

          Teams export ticket samples, approvals, SLA reports, and change records manually.

        • 02·Process drift

          Incident, request, change, and problem management work differently across teams.

        • 03·SLA blind spots

          Service targets, breaches, exceptions, and improvement actions are hard to track.

        • 04·Audit-day discovery

          Missing records appear late because evidence is checked only when auditors ask.

        Net

        Service visibility stays low.

        AFTER WITH GORDON AI
        One pod

        Live records. Clear owners. Audit-ready service management.

        • 01·Evidence on autopilot

          Gordon AI helps track service records, reports, tickets, approvals, and review evidence.

        • 02·Process clarity

          Service workflows, owners, exceptions, and improvement actions stay visible in one place.

        • 03·Readiness dashboard

          Leadership sees SMS health, open gaps, SLA status, evidence progress, and owner updates.

        • 04·Framework reuse

          Evidence can support ISO 20000-1, ISO 9001, ISO 27001, SOC 2, and customer audits.

        Outcome

        Service readiness becomes visible.

        ISO 20000-1 pairs with

        The next audits your ISO 20000-1 work can support.

        Mitigata helps you expand from ISO 20000-1 into other compliance programmes with less duplicated effort.

        ISO 9001:2015

        Best for organisations that want a formal quality management system alongside IT service delivery, customer satisfaction, and continual improvement.

        Know more

        ISO 27001:2022

        Useful for IT and cloud service providers that need stronger information security controls around service systems, customers, data, access, and incidents.

        Know more

        SOC 2 Type II

        Helpful for SaaS, cloud, and managed service companies that need customer trust reporting for security, availability, confidentiality, and processing integrity.

        Know more
        COMPLIANCE READINESS

        A 30-second reality check for your audit readiness.

        Pick your framework, add your team size, and tell us where your controls stand.

        SCORE IN
        ~30 sec
        NO LOGIN
        100% anonymous
        FRAMEWORKS COVERED
        20+
        CONTROLS CHECKED
        84+
        [Modelled on 8K+ compliance assessments]

        Score is indicative. Full audit plan maps controls, evidence, gaps, owners, and timelines.

        Framework
        Employees
        250
        105001,5005,000
        Current maturity
        2 / 5
        Ad-hocRepeatableDefinedManagedOptimised
        Adjacent certifications

        — controls · SOW in 24h

        FAQs

        Questions people ask before committing to ISO 20000-1.

        • ISO/IEC 20000-1:2018 is an international standard for building and managing a Service Management System for IT service delivery.
        • ISO 20000-1 suits IT service providers, MSPs, SaaS companies, cloud providers, data centres, and internal enterprise IT teams.
        • Gordon AI tracks service processes, owners, audit evidence, SLA records, ticket samples, reports, review dates, and readiness status.
        • No. ISO 20000-1 is certifiable, while ITIL is guidance. Many teams use ITIL practices to support ISO 20000-1.
        • Common evidence includes service records, incident tickets, change approvals, SLA reports, supplier reviews, audit logs, and improvement actions.
        • Yes. Service management and information security overlap around incidents, access, continuity, suppliers, risks, records, and customer assurance.
        Book a 30-min discovery call
        Talk to Mitigata

        Stop chasing service records manually. Let Gordon AI help.

        Book a 30-minute ISO 20000-1 walkthrough with Mitigata. We'll review your current service processes, estimate readiness, and show how Gordon AI can reduce manual evidence work.

        Still here? Your tickets know why.
        Mean time to detectacross 800+ clients
        4.2Min
        Insurance boundtypical broker takes 6 weeks
        6Days
        Breach responsewar room to containment
        60Min
        Claims settledin last 24 months
        ₹500Cr