CCSI is ISO 20000 certified, How that benefits your Contact Center?

ISO/IEC 20000 is an international standard for IT service management systems. When this article was published in 2019, CCSI's certification was based on ISO/IEC 20000-1:2011, which established requirements for planning, implementing, operating, monitoring, reviewing, maintaining, and continually improving a Service Management System (SMS).

• What ISO/IEC 20000 Means for Service Management
• How Service Management Benefits Contact Center Operations
• Service Management and Information Security
• Continuous Improvement and Risk Management

What ISO/IEC 20000 Means for Service Management

ISO/IEC 20000 provides a structured framework for managing IT services and continuously improving the systems and processes used to deliver them.

The standard addresses areas including the planning, design, transition, delivery, monitoring, and improvement of services so organizations can consistently meet agreed service requirements.

For a contact center, structured IT service management is particularly important because operations depend on reliable technology, communications, systems, networks, workstations, and access to client applications.

Historical context: CCSI's certification referenced ISO/IEC 20000-1:2011. That edition has since been withdrawn and replaced by ISO/IEC 20000-1:2018, the current edition of the standard.

How Service Management Benefits Contact Center Operations

For CCSI, adopting structured service management practices represented greater efficiency in IT services and reinforced a culture of continuous improvement.

Effective service management helps organizations establish consistent procedures for identifying incidents, responding to service requests, evaluating risks, monitoring infrastructure, and improving the processes that support daily operations.

In a contact center environment, these practices can contribute to:

• More consistent IT service delivery
• Faster response to technical incidents
• Clear service-management responsibilities
• Better documentation of IT processes
• Improved monitoring and review
• Reduced operational disruption
• Continuous improvement of technology and procedures

Reliable IT operations are especially important when agents depend on client systems, CRM platforms, telecommunications, knowledge bases, payment applications, and other technology throughout the customer interaction.

Service Management and Information Security

Information security has always been an important consideration for CCSI. Client procedures, customer information, employee information, credentials, communications, and business data can all represent critical assets that require appropriate protection.

ISO/IEC 20000 supports disciplined IT service management, including processes related to incidents, service continuity, system changes, responsibilities, and operational controls. However, it is important to distinguish service management from information security management.

ISO/IEC 20000 is primarily a service management standard. Dedicated information security frameworks and controls are required to address cybersecurity, data protection, access control, risk management, monitoring, and other security requirements.

Today, CCSI's Cybersecurity & Compliance framework includes independently audited and recognized standards covering information security, payment card protection, healthcare data, and enterprise security controls.

Continuous Improvement and Risk Management

From server installation and workstation configuration to network access, system availability, communications, and physical access, reliable contact center operations depend on disciplined technology management.

A structured Service Management System helps organizations establish procedures for monitoring services, responding to incidents, reviewing performance, identifying risks, and improving the technology environment over time.

Regular audits, vulnerability assessments, testing, and process reviews also provide opportunities to identify weaknesses and evaluate more effective solutions.

CCSI's approach allows client programs to integrate with the client's own systems and technology environment while CCSI provides the infrastructure, operational controls, IT support, and security framework required to support the nearshore operation.

The objective remains the same: provide reliable technology services, respond effectively to operational requirements, continuously improve processes, and protect the systems and information that support our clients' operations.

Historical note: First published in 2019, this article documented CCSI's ISO/IEC 20000 certification under the ISO/IEC 20000-1:2011 standard. That edition has since been withdrawn and replaced by ISO/IEC 20000-1:2018. References to CCSI's ISO 20000 certification in this article describe its certification status at that time and should not be interpreted as a statement of current certification status.

Originally published: March 14, 2019
Last reviewed and updated: July 26, 2026