A comment on one of my previous posts, got me thinking. Which one is better – ITIL or ISO 20000?

That’s a bit like asking whether a map is better than a compass. It depends what you’re trying to do. Each tool has a specific job.

Let’s break it down.

ISO 20000 is a standard. It’s designed for audits, consistency, and external validation. Think checklists, documented evidence, and conformity assessments.

ITIL 4, on the other hand, is a framework. It’s designed for thinking, adapting, and improving how IT supports the business. It gives you principles and practices, not prescriptions.

Now here’s where it gets interesting.

ISO 20000 can tell you if you’re doing things right. But ITIL 4 helps you figure out if you’re doing the right things.

And in today’s IT world—where outcomes matter more than outputs, that’s a crucial difference.

With ITIL 4, the focus is on:

* Value creation, not process perfection

* Co-creating outcomes with stakeholders

* Adopting and adapting, instead of applying recipes

* Blending Agile, DevOps, Lean, and whatever else gets the job done

In contrast, ISO 20000 can be too rigid for fast-paced environments. It asks: “Did you follow the procedure?” ITIL 4 asks: “Did you create value?”

I’ve worked in both worlds—leading audits, revamping ITSM processes, and guiding global teams. And every time, the breakthroughs didn’t come from ticking boxes. They came from conversations, insights, and building systems that actually worked for people.

So if your goal is to pass an audit, ISO 20000 is your friend.

But if you’re looking to evolve IT into a true business enabler, start with the mindset of ITIL 4.

Your business will thank you later.

ITIL vs. ISO 20000