Integrating ISO/IEC 20000 and

ISO/IEC 27001 into a Unified IT

Management System
Prepared for IT Managers, Consultants, and Executives in Government,
Healthcare, and Private Sectors – UAE/GCC
Date: September 2025

Table of Contents
1. Introduction: Overview of ISO/IEC 20000 & ISO/IEC 27001
1.1 Purpose and Scope of ISO/IEC 20000 (IT Service Management)
1.2 Purpose and Scope of ISO/IEC 27001 (Information Security
Management)
1.3 Shared Principles and Synergies between the Standards
2. Why Integrate? – Justification and Advantages
2.1 Efficiency Gains and Reduced Duplication
2.2 Unified Compliance and Risk Reduction
2.3 Business Benefits and Stakeholder Confidence
3. Comparative Mapping of ISO 20000 and ISO 27001
Requirements
– Table: Clause-by-Clause Overlap and Correspondence
4. Roadmap: Implementing an Integrated Management System
4.1 Planning and Scoping the Integration
4.2 Design and Documentation (Integrated Policies & Processes)
4.3 Implementation and Training
4.4 Monitoring, Review, and Continuous Improvement
4.5 Certification and Beyond
5. Integrated Management Structure & Process Flow
– Flowcharts and Organizational Structure for an Integrated System
6. Case Study: Successful Integration in the UAE
– Injazat Data Systems – Integrated ISO 20000 & ISO 27001
Implementation
7. UAE Compliance Context & IT Governance
– Aligning with UAE National Standards and Regulations
8. Integrated Policy and Documentation Example
– Structure of a Unified IT Service & Security Management Policy
9. Conclusion
10. References
1. Introduction: Overview of ISO/IEC 20000 &
ISO/IEC 27001
ISO/IEC 20000 (IT Service Management): ISO/IEC 20000-1 is the
internationally recognized standard for IT Service Management Systems
(SMS). It provides a framework of best practices and requirements for
planning, delivering, supporting, and improving IT services to meet business
needs[1][2]. In essence, ISO 20000 ensures that an organization’s IT services
are aligned with customer and stakeholder requirements and
continuously improved. First published in 2004 (with revisions in 2011 and
2018), the standard defines a comprehensive set of management processes
for effective IT service delivery[2]. Key benefits of adopting ISO 20000
include higher service quality, improved customer satisfaction, and
demonstrating a commitment to efficient, repeatable IT service
processes[3][4]. Notably, ISO 20000 was designed with compatibility in
mind – it aligns with the ITIL framework and can integrate with other
management system standards (e.g. ISO 9001 for Quality and ISO 27001 for
Security)[5][6]. This alignment facilitates a unified approach to managing IT
services alongside other organizational priorities[5][6].
ISO/IEC 27001 (Information Security Management): ISO/IEC 27001 is
the leading international standard for Information Security Management
Systems (ISMS). It provides a systematic, structured, and risk-based
approach to protect sensitive information assets and ensure business
continuity[7]. The standard outlines requirements to establish, implement,
operate, monitor, and continually improve an ISMS, focusing on preserving
the confidentiality, integrity, and availability of information[8][9]. First
published in 2005 (revised in 2013 and most recently in 2022),
ISO 27001:2022 is built around a plan-do-check-act management cycle
and includes an Annex of security controls (Annex A) that organizations can
implement based on their risk assessments[10][11]. The standard is
applicable to organizations of all sizes and sectors, reflecting the universal
importance of cybersecurity and data protection. Adopting ISO 27001 helps
organizations identify and treat security risks, comply with regulatory
requirements, and demonstrate to clients and regulators that robust
information security controls are in place[12][13]. In practice, ISO 27001
drives the establishment of security policies, risk assessment processes,
incident response plans, access controls, and other measures to mitigate the
risk of data breaches and cyberattacks[14][15].
Shared Principles and Synergies: Despite their distinct focus areas,
ISO 20000 and ISO 27001 share a common management system
structure and principles. Both standards follow the high-level ISO
management system framework (based on Annex SL), meaning they have
compatible clauses for context, leadership, planning, support, operation,
performance evaluation, and improvement. Each standard requires top
management commitment, defined policies, setting objectives, competency
of personnel, documentation control, internal audits, management reviews,
and continual improvement[16][17]. Fundamentally, both ISO 20000 and
ISO 27001 are built on the Plan-Do-Check-Act (PDCA) cycle, emphasizing
ongoing improvement and adaptive management of processes[18]. They
also both stress the importance of risk management, albeit in different
contexts: ISO 27001 centers on information security risks (e.g. threats to
data), while ISO 20000 considers risks to service quality and continuity as
part of service management planning[19]. There is considerable overlap in
areas such as incident management, change management,
asset/configuration management, and supplier management – processes
critical to reliable IT services and also addressed as controls or requirements
in information security[20][21]. Because of these shared elements and
complementary focus, implementing both standards together can create a
holistic IT governance system that ensures IT services are delivered with
both high quality and high security in mind.

2. Why Integrate? – Justification and Advantages

Integrating ISO 20000 and ISO 27001 into a unified management system
offers significant advantages to organizations that must excel in both service
delivery and information security. Instead of maintaining two separate silos,
an integrated approach streamlines operations, eliminates duplicate
activities, and ensures that IT service management (ITSM) and information
security management work in tandem. Key justifications for integration
include:
 Efficiency and Reduced Duplication: A combined system leverages
the overlapping requirements of ISO 20000 and ISO 27001 so that
policies, processes, and procedures are not maintained twice. For
example, both standards require internal audits, management reviews,
document control, training, and continual improvement – these can be
run as one unified set of activities rather than two parallel ones[16]
[22]. This reduces bureaucracy and saves time and cost. A joint
management system also means one team (or integrated committee)
can oversee both IT service quality and security, improving
coordination. As ISO and IEC experts noted when developing the
integration guidelines, “key benefits of an integrated implementation
include… lowering costs… reducing implementation time due to
integrated development of processes common to both standards, and
eliminating unnecessary duplication”[22]. In short, integration helps
“fine-tune and reuse the best that each standard brings”, yielding a
leaner system without redundant effort[23].

 Unified Compliance and Governance: Integrating the standards

makes it easier to maintain compliance with both sets of
requirements and any related regulations. An Integrated Management
 System (IMS) provides a single governance framework covering service
quality, security, and risk management together[24]. This unified
approach ensures that corporate governance structures (e.g. IT
steering committees, risk management processes) consider security
and service objectives side by side, avoiding gaps or conflicts[25][26].
For example, change management becomes a combined process
where every IT change is evaluated for both service impact and
security risk in one step. Incident management can handle service
disruptions and security incidents in a coordinated way. Integrated
documentation (such as an combined IT Service & Security policy)
communicates to all stakeholders a consistent set of expectations.
Overall, organizations will find it easier to audit and certify an
integrated system – often certification bodies offer integrated audits,
reducing audit fatigue and ensuring that findings on one side (service
or security) are addressed in context of the whole system. This holistic
governance leads to more coherent decision-making and a stronger
overall risk posture for IT operations[27][28].

Figure: Overlapping elements of ISO 20000 (IT Service Management) and

ISO 27001 (Information Security). Both standards share common
management system components – such as policy, objectives, document
control, internal audit, management review, and corrective action – enabling
an integrated approach.[16][17]
 Improved Risk Management and Resilience: By integrating
ISO 27001’s risk-based approach into IT service processes,
organizations can more effectively identify and mitigate risks that
threaten service continuity and information assets. An integrated
system means, for instance, that the risk assessment process in the
ISMS can inform the service continuity plans in the SMS, ensuring that
information security risks (like cyber threats) are considered in service
delivery scenarios (and vice versa). This leads to more robust incident
and problem management: security incidents are handled within
the broader incident management framework of ITSM, leading to faster
response and less service downtime[29]. Likewise, service continuity
planning (a requirement of ISO 20000) is enriched by the business
impact and risk analysis techniques from ISO 27001. The result is a
more resilient IT environment where both operational and security
risks are proactively managed under one umbrella. Studies have noted
that over 40% of clauses in ISO 20000 and ISO 27001 can be directly
integrated, indicating substantial common ground to build unified risk
and control processes[30][31]. Ultimately, integration helps
organizations provide “effective and secure service to internal or
external customers” by taking into account not only service reliability
but also protection of information assets[25][22].
  Enhanced Credibility and Stakeholder Confidence: Achieving
certification in both ISO 20000 and ISO 27001 through an integrated
effort sends a powerful message to clients, partners, and regulators
that the organization delivers high-quality IT services securely. As
noted by ISO’s guidance on integration, one benefit is “gaining
credibility for an effective and secure service” in the eyes of
customers[22]. Many enterprises (especially in sectors like banking,
healthcare, government) now require service providers to hold multiple
ISO certifications. An integrated management system makes it easier
to attain and maintain these certifications, thereby meeting
contractual or regulatory expectations without double work.
Additionally, employees benefit from a unified direction – with clear,
consistent objectives – which can improve organizational culture and
performance. Instead of separate teams focusing solely on service or
security, an integrated approach fosters cross-functional
collaboration (e.g. IT service managers and security officers working
together), leading to greater mutual understanding (ISO notes that
integration “promotes understanding between service management
and security personnel”[32]). This can translate to better overall IT
governance and innovation, as the organization is not pulling in
divergent directions. In summary, integration aligns IT service
excellence with security excellence, enhancing trust for all
stakeholders that services will be delivered reliably and safely.

3. Comparative Mapping of ISO 20000 and ISO 27001

Requirements
To plan integration, it is crucial to understand how the clauses of ISO 20000-
1:2018 and ISO 27001:2022 correspond and overlap. The table below maps
key clauses of the two standards and highlights their common requirements
or points of synergy:

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Context of Clause 4 – Clause 4 – Unified
Organization Context of the Context of the context
& Scope organization organization analysis:
(understand (understand Both require
internal/exter context, identifying
nal context, stakeholders; relevant
stakeholders; define ISMS internal and
define SMS scope) external
scope) factors and
stakeholder
Managemen
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requirements
for the
management
system. The
organization
can perform
one joint
context
assessment
and define a
combined
scope that
covers IT
services and
information
security[25].
This ensures
the SMS and
ISMS are
aligned with
the same
organizational
objectives and
boundaries.
Leadership Clause 5 – Clause 5 – Integrated
& Policy Leadership Leadership governance:
(management (management Top
commitment, commitment, management
roles, and an roles, and an must support
IT Service Information both
Management Security standards. A
Policy) Policy) single
Integrated
Policy can be
issued that
covers
commitments
to service
quality and
information
security[16]
Managemen
t System ISO/IEC 2000 ISO/IEC 2700 Overlap /
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[17]. Roles
like a Chief
Information
Officer or IT
manager can
be assigned
combined
responsibility.
Management
review
meetings can
cover both
service
performance
and security
performance
concurrently.
Planning Clause 6 – Clause 6 – Coordinated
(Risks & Planning Planning planning:
Objectives) (identify risks (address Both
& information standards
opportunities security risks require
for the SMS; & setting
establish opportunities; measurable
service establish ISMS objectives and
management objectives and planning
objectives and plans; perform actions to
plans) risk achieve them.
assessment & An integrated
risk plan can
treatment) cover goals
like improving
service
uptime and
reducing
security
incidents.
Risk
managemen
t is a focal
point of
Managemen
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ISO 27001
and is echoed
in ISO 20000’s
planning of
new or
changed
services and
service
continuity[33]
[34]. The
organization
can extend its
risk
assessment
process
(ISO 27001) to
also evaluate
risks to
service levels
(e.g. outage
risks),
creating a
unified risk
register and
treatment
plan.
Support Clause 7 – Clause 7 – Common
(Resources Support Support support
& (provide (ensure processes:
Documentati resources, resources and Both
on) competence & competence; standards rely
awareness; security on having
manage awareness; skilled staff,
communicatio communicatio adequate
n; control n; control of resources,
documented documented and controlled
information information documentatio
for SMS) for ISMS) n. Training
and
awareness
programs can
Managemen
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be combined –
e.g. educating
staff on both
service
management
procedures
and security
policies
together[16].
Documentatio
n systems (for
policies,
procedures,
records)
should be
unified to
cover both
standards,
preventing
duplicate
document
control
systems. For
instance, a
single
Integrated
Managemen
t Manual or
document
repository can
satisfy both
ISO 20000
and
ISO 27001
requirements
for document
management.
Operations Clause 8 – Clause 8 – Process
& Processes Operation of Operation of integration:
the SMS (plan, the ISMS This is where
design, (execute risk the standards
Managemen
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transition, assessment, diverge in
deliver and risk treatment content but
improve plan, can be
services; implement synchronize
includes security d. ISO 20000-
specific ITSM controls – 1 explicitly
processes like Annex A; requires
incident operational certain ITIL-
mgmt, change planning and aligned
mgmt, control of processes
capacity security (incident
mgmt, service processes) management,
continuity, change
information management,
security asset/configur
mgmt, etc.) ation
management,
supplier
management,
availability &
continuity
management,
and an
Information
Security
Management
process within
ITSM)[20][21].
ISO 27001
requires
implementing
controls
(Annex A) to
mitigate
security risks
(e.g. access
control,
backup,
incident
response).
Overlap
Managemen
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examples:<b
r>– Incident
Management:
ISO 20000
treats all
service
incidents;
ISO 27001
Annex A
includes
responding to
information
security
incidents. By
integrating,
one incident
process
covers both,
with security
incidents
handled as a
category of IT
incidents[29].
<br>–
Change
Management:
Both
standards
mandate
change
control
(ISO 27001
requires
controlling
changes to
the ISMS,
often via
Annex A.12).
A unified
change
management
Managemen
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process
ensures
changes to IT
systems are
assessed for
service impact
and security
impact
together[29].
<br>– Asset
&
Configuration
Management:
ISO 20000
requires
configuration
management
of service
assets;
ISO 27001’s
controls
require asset
inventories
and
protection. A
combined
asset
management
system can
fulfill both,
tracking
assets with
their service
roles and
security
classifications
[35].<br>–
Service
Continuity &
Availability:
ISO 20000 has
Managemen
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processes for
IT service
continuity/ava
ilability;
ISO 27001
addresses
similar needs
through
backup,
redundancy,
and incident
response
controls.
These efforts
can merge
into a single
Business
Continuity/D
isaster
Recovery
plan aligned
to both
standards.<br
>– Supplier
Management:
Both
standards
recognize
suppliers/third
-parties as
important
(ISO 20000
details
supplier
management;
ISO 27001 has
controls for
supplier
security
agreements).
An integrated
Managemen
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supplier
management
process
covers
ensuring
suppliers
meet both
service levels
and security
requirements[
36].
Performance Clause 9 – Clause 9 – Combined
Evaluation Performance Performance monitoring
evaluation evaluation & audit: The
(monitor and (monitor and organization
measure measure ISMS can run
service KPIs; effectiveness; integrated
internal audits internal ISMS internal
of SMS; audits; audits
management management covering both
review of review of the service
SMS) ISMS) management
system and
security
controls at
once[16].
Audit criteria
can include
compliance to
both
standards,
and audit
teams can be
cross-trained.
Similarly, a
single
Management
Review
meeting can
review the
performance
Managemen
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of the
integrated
management
system, using
data from
both service
KPIs (e.g. SLA
performance,
incident
trends) and
security
metrics (e.g.
number of
security
incidents, risk
status). This
holistic review
gives top
management
a complete
picture and
encourages
decisions that
consider both
service quality
and security
together.
Improvemen Clause 10 – Clause 10 – Unified
t Improvement Improvement continual
(management (nonconformit improvemen
of y and t: Both
nonconformiti corrective standards
es; corrective action embed the
actions; process; philosophy of
continual continual continuous
improvement improvement improvement
of the SMS) of the ISMS) (PDCA). In an
integrated
system, issues
identified
(whether a
Managemen
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service failure
or a security
breach)
trigger a
common
corrective
action
process[37]
[38]. For
example, a
single
Corrective
Action
Register can
log
nonconformiti
es and
improvement
opportunities
for both
service and
security
domains.
Lessons
learned are
shared across
disciplines –
improving the
SMS can
positively
impact
security and
vice versa.
This unified
approach
ensures that
improvement
is systematic
and
organization-
wide,
Managemen
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preventing
“silos” of
improvement
that ignore
either service
or security
aspects.

Table Note: The above is a high-level mapping. In practice, ISO 20000-

1:2018 contains detailed clauses for specific ITSM processes (like Incident
Management is typically section 8.2 in ISO 20000, Information Security
Management might be section 8.7.3, etc.), and ISO 27001:2022 includes a
reference to Annex A controls. The overlaps occur primarily in the
management system structure (clauses 4–10) and in analogous
processes/control requirements. Organizations can refer to ISO’s guidance
standard ISO/IEC 27013 which specifically provides advice on the
integrated implementation of ISO 27001 and ISO 20000-1[39]. It confirms
that many processes are “very much in line” between the two standards (for
instance, ISO 20000’s required “Information Security Management” and
“Service Continuity & Availability” processes correspond directly to
ISO 27001 controls)[40]. The goal of mapping is to enable “one management
system” to fulfill both sets of requirements – i.e., a single set of documents,
procedures, and records can often satisfy both ISO 20000 and ISO 27001
simultaneously[17][41].

4. Roadmap: Implementing an Integrated Management

System
Integrating ISO 27001 and ISO 20000 requires a structured approach. Below
is a step-by-step roadmap that organizations can follow to build a unified
management system for IT service and security. This roadmap assumes the
organization either has one standard in place and is adding the other, or is
implementing both from scratch in an integrated manner:
Step 1: Secure Management Commitment and Define Scope – Begin
by obtaining clear support from top leadership for the integrated initiative.
Management should set a unified vision (e.g. “to deliver world-class IT
services securely”) and allocate necessary resources. Define the scope of
the integrated management system (IMS): which parts of the organization,
which services, and what information assets will be covered by the IMS. It’s
important to agree that the scope covers both service management and
information security needs[26][28]. Early on, establish an integrated project
team or steering committee that includes stakeholders from IT service
management, IT operations, information security, and compliance. This team
will drive the integration project.
Step 2: Conduct Gap Analysis against Both Standards – Perform an
initial assessment of where the organization currently stands in relation to
ISO 20000-1 and ISO 27001 requirements. If one standard is already
implemented, review how its processes can extend to meet the other
standard. For example, if ISO 27001 ISMS exists, assess what additional
processes are needed for ISO 20000 (like service catalog, incident
management processes)[40]. Conversely, if ISO 20000 is in place, evaluate
how existing processes (e.g. security incident handling, access control in
ITSM) align with ISO 27001 controls[42]. Identify common areas (as
mapped in Section 3) where one process can satisfy both sets of
requirements – these are opportunities to streamline. The gap analysis
should yield a consolidated list of actions needed to comply with all clauses
of both standards. Prioritize gaps by risk and effort. At this stage, also review
organizational context and stakeholder expectations to ensure the integrated
system will meet business needs.
Step 3: Integrated Planning – Objectives, Policies, and Organization
– Develop an integrated implementation plan that covers both
standards’ requirements in a coordinated way. Set combined IMS
objectives that reflect both service excellence and security (e.g. “Achieve
99.9% service availability while reducing security incidents by 50%”). Draft
an Integrated Policy document endorsed by top management that
encapsulates commitments to both IT service quality and information
security[17][41]. This high-level policy might be called “Integrated IT Service
Management & Information Security Policy” and should satisfy ISO 20000’s
requirement for a service policy and ISO 27001’s requirement for a security
policy in one statement. It should mention key principles (meeting service
SLAs, complying with security controls, continual improvement, regulatory
compliance, etc.). Define the organizational roles and responsibilities
for the IMS. Often, organizations will assign a single management
representative or create an Integrated Management System
Committee. For example, the CIO or IT Director may sponsor the IMS; a
Service Manager and an Information Security Manager might jointly
coordinate it. Where possible, merge roles – e.g., one person/team can
handle document control for both systems, one internal audit team covers
both, etc. Ensure that risk ownership is clear: service risk and security risk
should be jointly discussed in risk management forums.
Step 4: Process Design and Documentation – Begin designing or
updating processes and procedures so that they fulfill both standards’
requirements in an integrated fashion. Leverage the overlaps identified in
Section 3: for each common element (incident management, change
management, asset management, etc.), create one unified process and
procedure document. For example: develop a single Incident Management
Process that has sub-procedures for general IT incidents and for information
security incidents (fulfilling ISO 20000 service restoration needs and
ISO 27001 Annex A incident response requirements in one process)[29].
Another example is a unified Change Management Process that includes
a security risk assessment checkpoint for any change (thus satisfying both
service quality control and security evaluation)[36]. Also, create integrated
support procedures: one document control procedure for managing IMS
documents; one training and awareness program covering both service
and security topics; one corrective action process for nonconformities
affecting either or both domains. It may be useful to create an IMS Manual
that outlines how the system as a whole operates, referencing both
ISO 20000 and ISO 27001 clauses. Throughout documentation, clearly
indicate (for internal clarity) which sections address which standard, but
ensure the processes themselves run seamlessly. Use templates or guidance
from ISO if available (ISO 27013 provides useful pointers on combined
documentation[39][43]). At this stage, also document the Risk Assessment
and Treatment Procedure – ideally one procedure that covers
identification of risks to service continuity (ITSM perspective) as well as
information security risks (ISMS perspective), using a unified risk
methodology and criteria.
Step 5: Implementation of Controls and Processes – With processes
defined, proceed to implement them operationally. This involves deploying
any necessary tools and solutions that support both standards. For example,
an IT Service Management tool (ticketing system) can be configured to log
both service incidents and security incidents, including fields to classify
security severity. Change management workflows in the tool can include
mandatory security review steps. If not already in place, implement controls
from ISO 27001 Annex A that also benefit IT service management – e.g.,
access controls (A.9) will protect service infrastructure, backup procedures
(A.12) support service continuity, and encryption (A.10) protects data within
services. Likewise, ensure ITSM processes required by ISO 20000 are
implemented in a way that produces outputs useful for security management
– e.g., the Configuration Management Database (CMDB) established for
ISO 20000 can serve as the asset inventory for ISO 27001[35]. Train
employees on the new integrated processes and their responsibilities.
Conduct awareness sessions that explain how delivering services and
securing them are integrated goals. This cross-training fosters a culture
where staff see quality and security as jointly-owned outcomes. It may help
to run a pilot or trial of integrated processes in one department to collect
feedback before organization-wide rollout.
Step 6: Integrated Monitoring and Measurement – As the IMS becomes
operational, put in place unified monitoring. Define key performance
indicators (KPIs) that cover both service and security performance. For
instance: percentage of incidents resolved within SLA (service KPI) alongside
percentage of incidents with root cause analysis completed (could cover
security incidents too); or measure customer satisfaction with services as
well as compliance with security policies. Use these metrics to gauge
effectiveness of the integrated processes. Also schedule internal audits
that encompass both ISO 20000 and ISO 27001 requirements[16]. This might
mean training internal auditors on both standards or having audit teams with
dual expertise to audit, say, the change management process end-to-end
(checking both service impact analysis and security risk analysis are done).
An integrated audit program prevents audit fatigue and provides insights
into how well the system functions as a whole. As issues are identified
(nonconformities or inefficiencies), log them in a single corrective action
system.
Step 7: Management Review and Improvement – Conduct periodic
Management Reviews covering the entire Integrated Management
System. In these reviews, top management should examine inputs required
by both standards: results of audits, achievement of service objectives and
security objectives, status of risk treatments, feedback from customers,
security incident trends, resource needs, etc., all in one meeting[16]. From
this, management can make decisions that simultaneously improve service
quality and security posture (for example, investing in a new monitoring tool
might enhance incident detection for both operational and security
incidents). This combined review ensures continual improvement decisions
consider trade-offs and synergies between service and security. Over time,
track the benefits of integration – such as reduced downtime, fewer security
breaches, faster incident response, higher customer trust – to demonstrate
the IMS’s value. Update the IMS documents and controls as necessary (e.g.,
if new regulations or business changes occur).
Step 8: Certification Preparation – If seeking certification for both
standards, coordinate the certification process. Engage an accredited
certification body that can conduct a combined audit (many certification
bodies offer integrated audits for multiple ISO standards). Before the formal
audit, perform a thorough internal audit or a mock audit of the integrated
system to ensure readiness. Ensure that the Statement of Applicability
(for ISO 27001) is prepared and that all required ISO 20000 processes are
implemented and evidenced. Because the system is integrated, the
certification audit will likely involve auditors looking at how the single
management system meets each standard’s specific requirements. Be
prepared to show how one process fulfills two purposes (e.g., show incident
records that include both IT service incidents and security incidents,
demonstrating compliance to both standards). The audit should be more
efficient than two separate audits, since auditors can examine combined
processes in one go – this is one of the payoffs of integration[22]. After
successfully passing the certification audit, you will receive two certificates
(ISO/IEC 20000-1 and ISO/IEC 27001), but your management system is
one unified system.
Step 9: Continual Improvement & Future Integration – Post-
certification, maintain the integrated approach in daily operations. Continue
to refine processes as new lessons are learned or as technology changes
(e.g., adopting cloud services might require updating both service delivery
and security controls together). Use the synergies to perhaps integrate
further standards if needed – for instance, some organizations also bring
ISO 9001 (Quality) or ISO 22301 (Business Continuity) into the integrated
management system, since those also share the high-level structure. The
established integrated framework makes it easier to bolt on additional
compliance requirements with minimal disruption. Keep communicating the
benefits internally: the unified system should become part of the company
culture. Teams should naturally think about security when improving a
service process and think about user experience when implementing a
security control. Over time, measure improvements like cost savings from
combined audits, faster decision-making due to unified governance,
and higher maturity in both ITSM and ISMS. Regularly revisit the
integration to ensure it continues to meet organizational goals and delivers
value to customers (both in service reliability and protection of their data).
By following these steps, an organization can methodically implement an IMS
that meets ISO 20000 and ISO 27001. The key is to treat integration not as a
one-time project but as a philosophy: service excellence and information
security are interdependent, and a unified management system harnesses
that interdependence to the organization’s advantage. Indeed,
ISO/IEC 27013 (guidance on integrated implementation) underscores that
whether implementing the standards sequentially or simultaneously, a
coordinated approach yields additional benefits and efficiency[26][28].
Many organizations around the world have successfully followed such
roadmaps and reported that having one integrated management system
makes maintenance and compliance significantly easier in the long run[27]
[22].

5. Integrated Management Structure & Process Flow

A successful integration of ISO 20000 and ISO 27001 often necessitates
some rethinking of organizational structure and process flows. In this section,
we illustrate how an integrated management system structure might
look and how key processes flow in the unified approach.
Integrated Management Structure: In an integrated system, governance
is typically unified under an Integrated Management Forum or similar
committee. For example, an organization may form an Integrated IT
Governance Committee that includes the Head of IT Service Management,
the Chief Information Security Officer (CISO), and other senior stakeholders.
This committee oversees the performance of the IMS, reviews risks, and
ensures that strategic decisions consider both service and security
objectives. The organizational chart for the IMS could have a single line of
reporting to top management (e.g. the CIO or COO) for both the SMS and
ISMS. Many companies choose to appoint an IMS Manager or Coordinator
responsible for maintaining compliance with both standards. Below that,
specialized teams (Service Operations, Network Security, etc.) collaborate
but follow common reporting and escalation pathways. For instance, a
critical incident (whether caused by a system failure or a cyber attack) would
be escalated through one chain of command, ensuring unified response. The
diagram often used is a matrix structure: one axis for process ownership
(like Incident, Change, Asset, Security, etc.) and another axis for functional
teams. Each process owner is accountable for that process end-to-end,
satisfying both standards – e.g., the Incident Manager ensures the incident
process meets ISO 20000 requirements and also handles security incident
requirements from ISO 27001. This integrated structure breaks down silos:
security specialists and service managers work within the same
management system, fostering a culture of joint responsibility.
Process Flowcharts: Visualizing processes is an excellent way to ensure
everyone understands the integrated workflows. Let’s consider an example
of a combined Incident Management flowchart under the IMS: - The flow
starts with Incident Reporting (an issue is reported by a user or detected
by monitoring). - Categorization: The service desk categorizes the incident
– if it’s a service outage or degradation, it follows standard ITIL-based
incident handling; if it’s identified as a security incident (e.g., malware
infection, data breach attempt), the same process triggers involvement of
the Security Analyst. A decision diamond in the flowchart might ask
“Security-related?” If yes, additional security steps (like containment,
forensics) are invoked, but within the same overall incident workflow. -
Prioritization: Based on impact and urgency (which in an integrated
context includes security impact), the incident is prioritized. - Investigation
& Resolution: The IT team and InfoSec team collaborate on investigation.
The flowchart shows a loop where if a solution requires a change (fix, patch,
etc.), it goes to the Change Management process (integrated with a security
review). Otherwise, workaround or resolution is applied. - Closure: After
restoring service or securing the system, the incident is reviewed and closed.
The process ensures that for security incidents, a root cause analysis and
security improvement are recorded (fulfilling ISO 27001’s requirement for
learning from incidents). For operational incidents, problem management
may be triggered as per ISO 20000. - Post-Incident Review: The flow ends
with a review step – generating inputs for continual improvement (which
goes into the IMS’s corrective action process).
Such an integrated flowchart highlights how a single process can have
bifurcations to handle both standards’ needs but ultimately remains one
cohesive process. This avoids having two separate incident systems. All
relevant teams refer to one diagram, which clarifies roles and
communication paths. Similar flowcharts can be developed for Change
Management (showing integration of security risk assessment into change
approval), Asset Management (linking service asset configuration with
information asset classification), and Service Continuity (tying together IT
disaster recovery with information security continuity plans, such as
recovery of critical data with integrity assured).
Using flowcharts for integrated processes brings several benefits: it provides
a visual overview that can reveal any redundant steps or potential conflicts
between service and security activities[44]. For example, a swimlane
flowchart could show the interaction between the Service Desk and Security
Operations Center (SOC) during an incident, ensuring they converge at key
decision points instead of working in isolation. It also helps teams agree on
the process – both service and security personnel can see the whole picture
and understand each other’s role[45]. This is crucial for integrated
management, as it builds a shared understanding and avoids gaps.
Additionally, these diagrams serve as training material for new staff, who
can grasp the integrated approach more quickly by seeing it mapped
out[46].
Integrated Documentation Hierarchy: The structure of documentation in
an IMS can also be visualized. Typically, at the top is the Integrated
Management System Manual (or “IMS Manual”), which describes how the
system meets ISO 20000 and ISO 27001. Beneath that, one would have
policies (often combined into one integrated policy or a set of coherent
policies for IT service quality, information security, etc.). Then process
documents/procedures that cover each major process (incident, change,
risk management, etc.) – each of these is written to satisfy both standards
where applicable. Finally, records and forms (like incident records, risk
registers, audit reports) are maintained, again often unified (for example, a
single risk register that notes whether a risk is service-related, security-
related, or both). A before-and-after diagram of documentation could
illustrate how initially there might have been two separate sets of documents
(one for SMS, one for ISMS), whereas after integration there is one integrated
documentation system, significantly reducing volume and duplication.
Researchers have noted that integrating management systems leads to a
significant reduction in total number of documents due to consolidation,
which simplifies maintenance and user adoption[30][31].
In summary, an integrated management structure is about unification with
clarity: clear leadership and roles, but unified goals and reporting; clear
process diagrams, but unified workflows that accommodate both standards.
By visualizing the IMS structure and processes, the organization can more
easily spot improvement opportunities and ensure that the integration is
working as intended. The structure and flows should be revisited periodically
(especially if organizational changes occur) to ensure the IMS remains
aligned with real-world practice. The payoff is a cohesive operation where
delivering a service and protecting it are two sides of the same coin,
managed together.
(Visual aids such as organizational charts and process flowcharts would be
included in the Word version of this report to illustrate the above concepts.
These would show, for example, a single org chart with an IMS governance
layer, and a combined incident management flow as described.)

6. Case Study: Successful Integration in the UAE

To ground the discussion in a real-world context, this section presents a case
study of a successful ISO 20000 and ISO 27001 integration. The example is
Injazat Data Systems, a prominent IT managed services provider based in
the United Arab Emirates (UAE). Injazat’s experience is particularly relevant
as it highlights integration within the government and private sector context
in the GCC.
Background: Injazat Data Systems (wholly owned by UAE’s technology
conglomerate) provides IT services and outsourcing to government agencies
and enterprises. By 2010, Injazat aimed to reinforce its market position by
demonstrating excellence in both service management and information
security. This led to a concerted effort to implement ISO IEC 20000-1 and
ISO IEC 27001 together and obtain certification for both. The underlying
business rationale was to meet stringent client requirements (many UAE
government tenders demand compliance with international standards) and
to ensure their Tier IV data center operations were both highly reliable and
secure[47][48].
Integration Approach: Injazat took an integrated implementation
approach from the start. They spent significant time in the planning phase
(around 5 weeks) mapping out how to combine the standards’
requirements (according to a published study on ISO 27001 in UAE that
included Injazat’s case)[49]. Key strategies included: - Developing a unified
management system that covered all their IT service processes with
embedded security controls. Instead of treating ISO 20000 and ISO 27001 as
separate projects, a single project team oversaw both. This team included
experts in ITIL service management and information security working
together. - Leveraging the alignment between ITIL and the standards: Injazat
had heavily invested in ITIL best practices and training (through their “Injazat
Training Institute”), which provided a common foundation for both service
quality and security processes[50][51]. For instance, they realized that
robust change management and incident management (from ITIL/ISO 20000)
would also satisfy many security needs for controlling changes and
responding to incidents (ISO 27001). - Integrating documentation: Injazat
created integrated policies and process documents. The Head of Service
Assurance at Injazat noted that they adopted “IT Policies, Processes and
Procedures” aligned to best practices, aiming at greater efficiencies and
automation[51]. These policies included security considerations as part of
service management. By unifying the documentation, they ensured
consistency – the same procedure that delivered a service also protected it. -
Common toolsets: They implemented a single IT service management tool
(HP Service Manager) to handle workflows. This tool was configured not only
for ITIL processes but also to log and track security incidents and enforce
access controls, bridging functionality needed for ISO 27001[48][51]. -
Human factor: Injazat raised the skill set of its team – it claims one of the
largest pools of ITIL-certified professionals in the Middle East, who were also
trained on security practices[50]. This cross-functional expertise was critical
in running an integrated system.
Outcome: Injazat successfully achieved dual certification in ISO 20000 and
ISO 27001 in 2010, becoming one of the first in the region to do so. The
certifications affirmed the “high standard of management processes
implemented by Injazat to meet business requirements for IT services”
securely[47]. The immediate benefits reported included: - Improved
Process Efficiency: The integration eliminated overlapping activities.
Auditors noted Injazat’s processes were well-implemented and efficient,
indicating that the integrated approach did not create extra burden, but
rather streamlined operations[52]. - Enhanced Service Quality and
Security Posture: With the integrated system, Injazat’s Tier IV Data Center
operations had rigorous controls ensuring confidentiality, integrity, and
availability of client data while maintaining excellent uptime[48]. In practice,
this meant fewer service disruptions and swift containment of security
incidents – since both were handled through a unified incident response
framework. - Market Recognition and Trust: Achieving both certifications
strengthened Injazat’s credibility as a secure service provider. The CEO of
Injazat highlighted that it was a milestone supporting their strategic goal to
be a leading IT outsourcing partner, proving “the superiority of our solutions
as well as the efficiency of our process controls and practices”[53].
Essentially, the integrated certification became a competitive differentiator
in the UAE market, where clients in government and finance could trust
Injazat with sensitive systems. - Culture of Excellence: Injazat’s case also
shows a cultural benefit – employees developed a mindset of considering
security in every service action. The close collaboration between service
assurance and security teams (noted by external auditors as “strong
commitment and professional teamwork”[52]) suggests that integration
broke down silos internally.
Local Relevance: The Injazat example is instructive for other UAE/GCC
organizations. It demonstrates that pursuing ISO 20000 and ISO 27001
together is feasible and advantageous, especially in a regulatory
environment that increasingly values both service reliability and information
security. Many UAE entities followed suit; for instance, various government IT
departments and tech companies in the region have since adopted
integrated management systems to simultaneously comply with e.g. Dubai’s
service excellence programs and national cybersecurity mandates. Injazat’s
integrated approach aligns well with UAE’s vision of digital transformation:
providing cutting-edge digital services while safeguarding data.
For any organization in the Middle East contemplating this path, the case
underscores the importance of top-level commitment and investment in
people and processes. Injazat’s initial investment (training staff,
implementing tools, etc.) was significant, but it paid off in reduced incidents
and higher client satisfaction. Moreover, maintaining the dual certification is
easier in an integrated way – Injazat can undergo surveillance audits for both
standards in a combined audit, saving time and money (lowering costs was
one of the anticipated benefits of integration per ISO guidance[22]).
In conclusion, Injazat Data Systems serves as a proof-of-concept that an
integrated ISO 20000-27001 system is not only achievable but delivers
strategic value. It provided a template for integration that others in the
region have emulated, demonstrating improved governance and operational
resilience. As the UAE continues to push for excellence in government
services and robust cyber security, integrated approaches like this are likely
to become the norm. Organizations can learn from such case studies that the
keys to success include robust planning, leveraging best practices (like ITIL),
and fostering collaboration between service and security teams under one
management system.

7. UAE Compliance Context & IT Governance Regulations

When integrating ISO 20000 and ISO 27001 in the UAE, organizations should
align the unified system with local compliance requirements and IT
governance regulations. The UAE has introduced several frameworks and
laws that underscore the importance of both effective service management
and stringent information security – an integrated management system can
help simultaneously meet these obligations.
UAE National Information Assurance (IA) Regulation: One of the
cornerstone regulations is the UAE’s IA Regulation (sometimes referred to as
the NESA standard, developed initially by the National Electronic Security
Authority). This is a national cyber security framework defining technical
and management security controls for government and critical infrastructure
organizations[54][55]. It closely mirrors ISO 27001 in structure – requiring
risk assessments, access controls, incident response, compliance audits, etc.
– and in fact standardizes risk management and security practices
across UAE[56][57]. An integrated ISO 27001 management system can
greatly facilitate compliance with the UAE IA regulation, since many controls
overlap. For example, the IA Regulation mandates controls in areas like
access control, encryption, network security, incident response[58][59], all of
which align to ISO 27001 Annex A controls. By having ISO 27001
implemented (especially integrated with ISO 20000 so that these controls
are embedded in IT processes), an organization in UAE can satisfy IA
requirements in a systematic way. The IA Regulation also requires
regular compliance audits and documentation of security policies and risk
treatments[60], which an ISO 27001-based ISMS inherently provides. In
short, an IMS covering ISO 27001 ensures that the organization is “audit-
ready” for national cyber security compliance. Many UAE entities have found
that after getting ISO 27001 certified, they were well-prepared to meet
NESA’s controls or could easily adjust their ISMS to fill any gaps.
UAE Sectoral Regulations and Standards: Different sectors have
additional governance standards: - Healthcare: Abu Dhabi’s Department of
Health introduced the ADHICS – Abu Dhabi Healthcare Information and
Cyber Security Standard, which is a mandatory framework for healthcare
providers in the emirate. ADHICS incorporates international best practices
like ISO 27001 and tailors them to healthcare (e.g. specific rules for patient
data confidentiality)[61]. It explicitly includes elements from ISO 27001 but
with healthcare-specific nuances. An integrated ISO 20000/27001 system in
a hospital or clinic can double as the backbone for ADHICS compliance, since
it ensures processes for IT services (e.g. electronic health record systems
uptime) and security (privacy and cybersecurity of those records) are
managed together. Example: A hospital’s integrated incident management
will handle system downtimes and data breaches uniformly, fulfilling ADHICS
requirements for incident reporting and ISO 20000’s service restoration.
Similarly, Dubai Healthcare City and DHA have data management and
security guidelines that lean on ISO 27001 principles – an ISMS addresses
these, and good IT service management ensures clinical services aren’t
disrupted, aligning with patient safety goals. - Financial Services: Banks
and financial institutions in UAE are overseen by the Central Bank and
sometimes the Dubai Financial Services Authority (DFSA) for DIFC entities.
Regulations mandate strong information security (often referencing
ISO 27001 or PCI-DSS for specific areas) and robust IT governance. For
instance, the Central Bank’s Information Security Regulations (if issued)
or guidelines from the Gulf Cooperation Council (GCC) regulators insist on
risk management, continuity, and incident response – all core to
ISO 27001/27002. At the same time, banks are expected to have reliable IT
services (ATMs, online banking), essentially demanding ITSM best practices.
An integrated management system helps banks demonstrate compliance
in both dimensions. It can cover requirements like regular risk assessments
(ISO 27001) which align to regulators’ cybersecurity assessment criteria, and
service level monitoring (ISO 20000) which regulators watch in terms of
operational resilience. Notably, neighboring Saudi Arabia’s SAMA (Saudi
Arabian Monetary Authority) Cybersecurity Framework and the UAE IA are
often aligned; a bank operating regionally might use one integrated
ISMS/SMS to meet all. - Telecommunications: Telecom operators in UAE
(under TRA, now the Telecommunications and Digital Government
Regulatory Authority – TDRA) need to ensure high availability of services
(telecom is critical infrastructure) and protect subscriber data. While
ISO 20000 is not mandated by law, telecom companies often adopt it to
manage complex IT and network services. ISO 27001 is frequently required
for telecom data centers and networks to secure communications. The TDRA
has guidelines for business continuity and security (for example, the UAE
Telecom Risk Management Standard) – integrated ISO 22301 (for BC),
ISO 27001, and ISO 20000 is a trend in this sector. - Government Services:
At the federal and emirate level, numerous initiatives (e.g. Dubai’s “Dubai
Digital Authority” policies, Abu Dhabi’s ADDA requirements) push for
excellence in digital services with strong security. For example, Dubai
Government has an Information Security Regulation (ISR) which
government entities must follow – largely based on ISO 27001 controls with
some additions. Meanwhile, programs like the Dubai Government
Excellence Program (DGEP) encourage best practices in service delivery.
Having an integrated management system allows a government department
to kill two birds with one stone: comply with ISR through the ISMS part, and
meet service excellence KPIs through the ITSM part, all under unified
governance.
It is important to note that ISO certifications themselves are not legally
required in UAE for most industries (except if contractually or by specific
regulator mandate). As of recent information, ISO 20000-1 certification is not
mandated by law in UAE – companies adopt it voluntarily to improve and to
meet industry expectations[62][63]. However, sectors like finance, telecom,
and healthcare place great importance on these certifications as part of their
compliance and vendor requirements[62][64]. Many RFPs and government
contracts explicitly require bidders to hold ISO 27001 and increasingly
ISO 20000 (or ITIL maturity) as evidence of robust processes. Thus, while not
demanded by legislation, there is a de facto expectation in the UAE
market for leading organizations to have these credentials. The integration
makes obtaining and maintaining these credentials more feasible.
Aligning IMS with UAE Strategies: The UAE National Cyber Security
Strategy and digital transformation strategies emphasize creating a secure
and resilient digital nation. An integrated ISO 27001/20000 system internally
helps an organization align with these macro goals. By managing IT services
(which may underpin smart services, e-government portals, etc.) in tandem
with security, organizations contribute to the overall cyber resilience of
UAE’s digital ecosystem. For instance, a managed services provider with an
IMS will ensure that if a new smart city service is rolled out, the service is
stable (ISO 20000 controls) and secure by design (ISO 27001 controls) –
supporting the national vision of high-quality, trusted digital services.
Local Accreditation and Recognition: UAE has local bodies and auditors
accredited to certify ISO standards. When presenting an integrated
management system to such bodies, an organization should highlight how its
IMS not only meets ISO requirements but also maps to UAE-specific
requirements. This can simplify external audits by government or third
parties. Moreover, UAE-based award programs (like Sheikh Khalifa Excellence
Award, etc.) give weight to organizations that have integrated management
systems as it shows a holistic approach to excellence and risk management.
In summary, the UAE regulatory environment strongly values both IT service
reliability and information security. Integration of ISO 20000 and
ISO 27001 directly supports compliance: it provides a ready-made
framework to meet national IA regulations, sector-specific standards like
ADHICS, and general governance expectations. Organizations implementing
an IMS in UAE should continuously monitor local regulations (which evolve,
e.g., new data protection laws like the UAE PDPL for privacy) and ensure
their integrated processes incorporate those requirements. Fortunately, the
broad nature of ISO 27001 (covering confidentiality/privacy in Annex A
controls) and ISO 20000 (covering service continuity and supplier
management) means a well-run IMS can adapt to most regulatory obligations
with minor tweaks. This agility in compliance is a major benefit – the
organization isn’t scrambling to meet multiple frameworks separately;
instead, it leverages one integrated governance system to stay
compliant and competitive in the UAE market.

8. Integrated Policy and Documentation Example

Establishing an integrated management system requires a coherent set of
policies and documents. This section provides an example policy structure
and documentation template for a unified ISO 20000/27001 system,
illustrating how organizations can merge requirements into a single set of
documents.
Integrated Policy Statement: The cornerstone is a top-level Integrated
IT Service Management and Information Security Policy. For example,
the policy may open with a commitment:
“Our organization is committed to delivering high-quality IT services
that meet or exceed customer expectations, while simultaneously
protecting the confidentiality, integrity, and availability of all
information assets.”
Such a statement addresses both service quality (ISO 20000) and security
(ISO 27001) in one breath. The policy would typically outline key principles,
for instance: - We will comply with all applicable legal, regulatory, and
contractual requirements related to our services and information
(covering service regulations and data protection/security laws). - We will set
and review measurable objectives for IT service performance (e.g. uptime,
response times) and information security (e.g. risk reduction, incident rates)
and strive for continual improvement in both areas[65][66]. - We will enforce
a risk management framework to identify, assess, and treat risks that
could impact service delivery or information security, integrating this
framework into all critical processes. - We will ensure resources and
training are provided so that all staff are aware of their roles in delivering
secure and reliable IT services[67][68]. - We will implement controls and
processes aligned with ISO/IEC 20000-1 and ISO/IEC 27001, and regularly
audit and review their effectiveness. - Management bears ultimate
responsibility for the integrated system’s effectiveness and undertakes to
support and continuously improve the system[65][66].
This integrated policy would be approved by the CEO or relevant top
management and communicated to all employees. It is effectively a fusion of
what would traditionally be an “IT Service Policy” and an “Information
Security Policy.” Many organizations include it in their employee handbooks
or post it visibly to underscore that quality and security go hand in hand. An
example from industry is a company that stated its management system
“ensures satisfaction of interested parties by integrating requirements of
ISO 9001, ISO 20000, ISO 27001, and other standards” – thereby making one
policy serve multiple standards[69]. The key is that all employees
understand the Integrated Policy and it’s accessible to interested
parties[66], fulfilling the standards’ requirement for communication of policy.
Example Documentation Hierarchy:
1. IMS Manual: A document describing the scope of the IMS, exclusions
if any, reference to the standards, and high-level description of how
the system’s components interact. It might contain an overview of the
company, a context analysis summary, and a mapping of clauses to
processes. The IMS Manual ensures readers (including auditors) can
navigate how the integrated system is structured.

2. Integrated Procedures/Processes: These are documents covering

each key process. For an ISO 20000/27001 IMS, you would have (for
example):

3. Incident & Service Request Management Procedure – details how

incidents and requests are handled end-to-end, including security
incident handling steps.
4. Change Management Procedure – covers change planning,
approval, implementation, including risk assessment for changes
(meeting ISO 27001’s need for managing changes to the environment
securely).
5. Configuration and Asset Management Procedure – describes
maintaining the CMDB/inventory, linking it to information asset
registers (satisfying ISO 27001 control on asset inventory).
6. Availability & Service Continuity Management Procedure –
includes conducting business impact analysis and continuity planning
which dovetails with information security continuity (some
organizations merge this with their ISO 22301 BCMS documentation if
they have it).
7. Information Security Management Procedure (within ITSM) –
since ISO 20000 explicitly requires an Information Security
Management process as part of service management, this procedure
 ensures that information security controls (like user access
management, virus protection, etc.) are implemented in IT operations
in line with ISO 27001. In many cases, this procedure might simply
reference the ISMS processes rather than duplicate them.
8. Risk Assessment and Treatment Procedure – one process for risk
management that covers identifying risks to service operations and
security. It would reference methodology (perhaps aligned with
ISO 31000 or ISO 27005) used to calculate risk levels, and how risk
owners implement treatments.
9. Supplier Management Procedure – controlling how vendors are
selected and managed, including security clauses in contracts and
SLAs for service performance.
10. Change Control for Documentation (Document & Record
Control Procedure) – how documents are reviewed, approved, stored;
how records (like incident logs, audit reports) are managed. This is
common for all management systems, so one procedure covers both
standards’ needs.
11. Internal Audit Procedure – describes planning and conducting
internal audits covering the IMS. It will ensure auditors check
compliance against both ISO 20000 and ISO 27001 requirements.
12. Nonconformity and Corrective Action Procedure – one
unified approach to handling any nonconformance or improvement
opportunity, whether it came from a service issue or a security issue.

13. Work Instructions/Guidelines: In some cases, especially for

technical controls, organizations maintain detailed work instructions.
For example, a Security Hardening Guideline for servers (mapping
to ISO 27001 Annex A technical controls) or a Service Desk Work
Instruction for categorizing incidents. These are subordinate to the
main procedures but ensure day-to-day tasks fulfill the integrated
policy.

14. Forms and Records: Integrated templates can be used. For

instance:

15. Incident Report Form – includes fields to indicate if it’s a

security incident, impacted service, etc.
16. Change Request Form – includes a section for security impact
analysis.
17. Risk Register – one register with columns for risk description,
impact on services, impact on security, mitigation plans, etc.
18. Service Level Agreement (SLA) and Operational Level
Agreement templates – which mention both uptime/performance
and relevant security provisions (like data handling requirements).
 19. Audit Checklist – that combines checks for both standards
(facilitating integrated audits).
Using an integrated set of documents means each document is often slightly
larger than a single-focus one, but overall documentation is reduced,
avoiding duplication. In a study of IMS implementations, companies have
noted that the total number of documents and controls to manage goes
down significantly by integrating, making the system easier to maintain[30]
[31]. For example, instead of two separate audit reports (one for SMS, one
for ISMS), you have one combined audit report. Instead of separate
management review minutes, one set of minutes covers all.
Template Considerations: When creating integrated documentation, it
helps to reference both standards. For example, an integrated procedure
might have an appendix where you map each section to ISO 20000 and
ISO 27001 clauses to ensure coverage (especially useful for auditors). Some
organizations use color-coding or annotations: e.g., requirements specific
to ISO 27001 are marked with “[ISMS]” and specific to ISO 20000 with
“[SMS]” in the text – but generally, aim to write procedures in a way that
naturally meets both without needing separate language.
Example Excerpt from an Integrated Procedure: Consider the Change
Management Procedure: - Section 1: Purpose – “To ensure all changes to IT
services and infrastructure are managed in a controlled manner, minimizing
adverse impact on service quality and information security.” - Section 2:
Scope – “Covers changes to production IT systems, including hardware,
software, network, and cloud configuration changes. Includes emergency
changes, standard changes, etc.” - Section 3: Definitions – (ITIL change
definitions, plus define Security Change Advisory Board if any). - Section 4:
Roles – Change Manager (overall), Change Advisory Board (CAB), also
Security Officer as a member of CAB for evaluating security impact. -
Section 5: Procedure: 1. Change Proposal: any stakeholder submits a
Request for Change (RFC) via the service management tool. 2. Recording &
Classification: the RFC form requires describing the change, reason, and
importantly the security impact (a field to indicate if the change touches
sensitive systems or data, triggers a security review). 3. Risk and Impact
Assessment: the procedure says the Change Manager, with input from IT
ops and InfoSec, assesses impact on services (downtime, SLA impact) and
security (new vulnerabilities, compliance impact). High-risk changes require
a formal risk assessment using the IMS Risk Management process (link
provided to Risk Procedure). 4. Approval: The CAB reviews the change. For
significant changes, the Information Security Manager (or delegate) must
approve alongside the operations manager. This satisfies ISO 27001 control
on managing changes to systems securely. Approval criteria include ensuring
necessary controls will be in place (e.g., if adding a new server, has it been
hardened? If deploying a new app, has it been pen-tested?). 5.
Implementation: carry out the change with documented plans and back-
out procedures. The procedure might reference an Implementation Checklist
that includes a reminder to check security logs or disable accounts as
needed as part of the change. 6. Verification: after implementation, the
change is reviewed for success. This includes verifying that service is stable
(no unexpected incidents) and that security monitoring is in place (no new
alerts, etc.). 7. Closure: the Change Manager closes the change record, and
if any deviations occurred, raises a Post Implementation Review. If a security
incident occurred during the change, the Incident process is invoked. -
Section 6: Records – outlines that all changes are recorded in system, and
the records are kept for audit (both ISO 20000 and ISO 27001 auditors will
check these). - Section 7: KPIs – e.g., % of changes with security assessment
completed, % of changes causing incidents. - Section 8: References – points
to Integrated Policy, Risk Procedure, Incident Procedure, etc. and highlights
compliance with ISO 20000-1 clause (perhaps 8.3) and ISO 27001 Annex A
controls (A.12.1.2 Change Management).
By following such a template, the procedure ensures one unified way of
handling changes that meets both standards’ intents.
Document Control in IMS: All integrated documents should be under one
document control system. For example, one document register lists all IMS
documents (policies, procedures, forms) and their revision status. This
makes maintenance easier – a change in one process (say incident
management) will be reflected once, and the update will improve both
service and security aspects simultaneously. Staff do not have to look in two
different manuals or SharePoint sites; there's a single source of truth.
Real-world integrated organizations often note that having one integrated
documentation portal greatly improves user engagement – employees are
more likely to follow processes when they aren’t confused by duplicate or
conflicting instructions. In our example, if a staff member wants to know how
to handle an incident, they go to one IMS portal and find the incident process
covering both IT and security incidents, rather than two separate documents
from different departments.
Finally, keep in mind that while integrating documentation, clarity should
not be sacrificed. If a particular area is too complex to combine, it can be
acceptable to have separate appendices or sub-procedures. For instance,
some technical ISO 27001 controls (like cryptographic key management)
might be documented in a security-specific guideline, but referenced by the
IMS. Integration does not mean forcing everything into one document, but
rather one cohesive system. The goal is that documentation as a whole is
integrated and any reader can navigate from a high-level policy down to
detailed instructions and see both service and security considerations
addressed. As one ISO-certified company’s integrated policy declares, “the
Integrated Management System is a guarantee of the constant improvement
of the quality of our products and…our security profile”[65][70] – tying
quality and security together.
In summary, the integrated policy and documentation framework ensures
that management’s commitments are translated into actionable, clear
directives for staff, satisfying both ISO 20000 and ISO 27001 in one stroke.
This not only simplifies compliance but also engrains a unified approach in
the organization’s daily operations, where providing top-notch IT services
and safeguarding information are seen as mutually reinforcing goals.

9. Conclusion
Integrating ISO/IEC 20000 and ISO/IEC 27001 into a unified management
system is a strategic move that offers substantial benefits to organizations in
the government, healthcare, and private sectors – particularly in
environments like the UAE and GCC where excellence in service delivery
must coincide with stringent information security. By establishing a single
Integrated Management System (IMS), organizations can achieve synergy
between IT service management (ITSM) and information security
management (ISMS), thereby improving efficiency, reducing risk, and
strengthening compliance. This report has provided an overview of both
standards, outlined the business case for integration, mapped out
overlapping requirements, and given practical guidance on implementation
steps, structure, and documentation. We have also examined a UAE case
study illustrating real-world success and discussed how an integrated
approach aligns with local regulations and expectations.
In essence, the unified system leverages common principles – such as
leadership commitment, process approach, and PDCA improvement cycles –
to create a holistic governance framework. It breaks down silos between
teams, ensuring that delivering high-quality IT services and protecting
information assets are not separate endeavors but rather a coordinated
effort with a shared vision. An integrated ISO 20000/27001 management
system can become a cornerstone of IT governance, risk, and compliance
(GRC) in any organization, enabling it to respond to challenges in a balanced
way. For example, when faced with rapid digital transformation (cloud
adoption, IoT, etc.), an organization with an IMS is well-equipped to maintain
service performance while adapting security controls – all under unified
change control and risk management processes.
For senior stakeholders, the value proposition is clear: one investment,
dual returns. The organization invests in one set of improvements and one
culture change and gains certification and benefits of two international
standards. Integrated audits cut down on repetitive checks, and integrated
improvement initiatives yield compounded results (e.g., automating a
process could simultaneously enhance user experience and security
monitoring). Moreover, this integrated certification can be a competitive
differentiator and a mark of operational maturity that resonates with
customers and regulators alike.
The journey of integration must be carefully managed – strong leadership,
thorough planning, and continuous engagement across functions are crucial.
However, the path is well-trodden: international guidance (ISO 27013) and
the experiences of many organizations (like Injazat and others) provide a
roadmap to follow[26][39]. Risks of integration (such as initial complexity)
are far outweighed by the long-term gains in coherence and sustainability of
the management system.
In conclusion, as organizations in the UAE/GCC and globally face increasing
demand for resilient IT services and robust cybersecurity, integrating
ISO 20000 and ISO 27001 presents a timely solution. It embodies the
principle of “build security into service”, ensuring that every service
delivered is secure by design, and every security measure supports service
continuity and quality. By adopting the recommendations in this report –
from combined policies and procedures to an integrated audit regimen – IT
managers and executives can create a unified management system that not
only meets the two standards but also propels the organization towards
operational excellence and trusted service delivery. The integrated approach
is an investment in building a future-ready IT organization that can
confidently navigate the evolving landscape of technology and threats,
delivering value to customers while safeguarding what matters most.

10. References
 ISO/IEC 20000-1:2018 – Information Technology – Service Management
– Part 1: Service Management System Requirements. (Summary and
insights available via IBM Cloud Compliance: “What is ISO 20000?” [1]
[5])
 ISO/IEC 27001:2022 – Information Security, Cybersecurity and Privacy
Protection – Information Security Management Systems –
Requirements. (Overview provided by IBM: “What is ISO 27001?” [7]
[10])
 IBM – IBM Cloud Compliance Knowledge Center. “What is ISO 20000?”
(IBM, updated 2023) – Explanation of ISO 20000 purpose, latest
revision, and its integration with other standards[1][6]. Also “What is
ISO/IEC 27001?” (IBM, updated 2023) – Definition of ISO 27001 and key
principles (risk-based approach, CIA triad)[8][9].
 Advisera – Branimir Valentić, “Similarities and differences between
ISO 27001 and ISO 20000,” 20000Academy blog (May 2018, updated
May 2022). Provides a detailed comparison of the two standards and
practical advice on integration. Lists common elements like policy,
 objectives, roles, document control, audits, and improvement[16][17],
and explains differences (service-based vs risk-based)[19][71].
 ISO/IEC 27013:2015 – Guidance on the integrated implementation of
ISO/IEC 27001 and ISO/IEC 20000-1. (Referenced via ISO and Sprinto
blog [39]). Key points: implementing one standard when the other is in
place, or both together, and highlighting the advantages of
integration[25][22].
 ISO News Article – Elizabeth Gasiorowski-Denis, “Integrating
information security and service management – a new ISO/IEC
standard tells how,” ISO.org (Jan 16, 2013). Announces ISO 27013 and
outlines benefits of integrated ISMS+SMS: credibility of secure
services, lower costs, reduced duplication, improved cooperation
between teams, and streamlined certification[22]. Provides expert
quotes underscoring similar processes and continual improvement in
both standards[25][26].
 WARSE Journal Paper – Barra Al Faruq et al., “Integration of ITIL V3,
ISO 20000 & ISO 27001:2013 for IT Services”, IJATCSE 9(3), 2020. An
academic study analyzing clause-by-clause integration. Concludes
~41.7% of clauses can be integrated and describes the unified PDCA
cycle for both (mapping ISO clauses to ITIL stages)[30][31]. Useful for
seeing the statistical overlap and confirming that a significant portion
of requirements are common or complementary.
 TahawulTech (CNME) – “Injazat awarded ISO certification,”
Tahawultech.com news (Sep 20, 2010). Press release detailing Injazat
Data Systems achieving ISO 20000:2005 and ISO 27001:2005
certification together[47]. Highlights that Injazat’s integrated
management processes met stringent requirements for both
standards, aided by ITIL practices and a Tier IV data center, leading to
efficient service and robust security[48][51]. Includes quotes from
Injazat management and auditors on the benefits and importance of
this milestone[52][53].
 Manar Abu Talib et al. (2012) – “Guide to ISO 27001: UAE Case
Study,” in Issues in Informing Science & IT, Vol.9. (Available via
ResearchGate/Gale[72][73]). Describes multiple UAE case studies,
including one integrating ISO 27001 and ISO 20000 (notably Injazat).
Provides guidelines followed: planning phase (~5 weeks), how existing
processes were expanded, etc.[49]. Reinforces the approach of
simultaneous implementation in a UAE context.
 CyberArrow – “What is the UAE Information Assurance Regulation?
How to comply?” (Feb 2023)[54][55]. Explains the UAE IA Regulation’s
goals, key components (security controls, risk management,
compliance audits)[58][60] and applicability. Useful to understand how
ISO 27001 aligns with national requirements, since many controls
listed (access control, incident response, etc.) correlate with ISO 27001
Annex A. Also emphasizes mandatory compliance for
 government/critical sectors and consequences of non-compliance[74]
[75].
 Factocert – Rakesh E, “Is ISO/IEC 20000-1 Certification in UAE
mandatory?” (Blog post, 2023)[62][63]. Confirms there is no legal
mandate for ISO 20000-1 in UAE, but notes its importance in finance,
healthcare, telecom industries. Lists benefits of ISO 20000-1 (better
service, efficiency, competitive advantage, best practices, continuous
improvement) in language accessible to business readers[76][4].
Supports the point that many UAE organizations voluntarily pursue
ISO 20000 for its advantages.
 QSM Group – “Flowcharts and Integrated Management Systems”
(QSM Group blog, Jul 2020)[24][44]. Provides insight on using
flowcharts to analyze and improve integrated processes. Benefits such
as visualizing complexity, identifying redundancies, and aiding team
agreement are mentioned[44][45], which reinforce the
recommendations to use visual tools in IMS.
 Ručniky.cz – Integrated Policy Document (Veba, text of an
Integrated Policy combining ISO 9001, 14001, 18001, 20000, 27001)
[69][66]. Serves as a real example of an integrated policy statement
from industry, demonstrating how one policy can cover multiple
standards commitments (quality, environmental, IT service,
information security). Useful for phrasing and structure of unified policy
commitments.
 IMSM – “What is the relationship between ISO 27001 and ISO 20000?”
(IMSM US, 2020)[40][77]. Another explanatory source overlapping with
Advisera’s content, highlighting that ISO 20000 requires Info Security
and Continuity processes aligning with ISO 27001, and the difference
of service vs risk orientation. Reinforces integration points and is
tailored to a management audience.
(All web sources accessed in September 2025. Embedded images sourced
from Advisera[78] and others are attributed in figure captions. All efforts
were made to use up-to-date, reputable sources including ISO
documentation, industry case studies, and expert commentary to ensure
accuracy and relevance.)

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