Isabel Group Achieves ISO/IEC 20000-1

Isabel Group Achieves ISO/IEC 20000-1

Isabel Group

Isabel Group is a Belgian company founded in 1995. Over the years Isabel Group has grown to be the leading provider of multi-bank internet services for professional users primarily in Belgium.


Pink Elephant as advising partner

The Brussels-based group invests more than a third of its turnover in the field of innovation. One such investment resulted in Isabel meeting the requirements for ISO/IEC 20000-1:2011, a prestigious international standard for IT service management. Pink Elephant was instrumental in helping the group to achieve this standard.

Pink Elephant has had a successful working relationship with Isabel since 2012, so it was a natural choice for the company to be involved in the ISO/IEC 20000 certification project from start to finish.

Sabrina Defraene, Isabel’s Chief Operational Officer, said: “All the consultants from Pink Elephant were are of such a high level regarding their knowledge and skills, there was no need to look elsewhere.”


During the implementation of ISO/IEC 20000, Isabel performed internal audits to establish if the project was on schedule and processes were compliant to the standard.

“It was also to simulate and prepare for the external audits,” Jeffries explains, “so everyone knew what to expect and to make sure every process was functioning correctly according to the standard and process documentation.” Bouillon adds: “The initial goal was at the end of the year to be at a level where we would have no major non-conformities against the standard in any of the processes.”

The external audit is conducted by an independent Registered Certification Body (RCB). The audit is divided into two primary stages. Stage one checks that all the necessary documentation is in place and of sufficient quality. It’s during this stage that the auditor determines if a company is mature enough to go for certification. Stage two of the external audit is interview-based and covers every process. This stage is conducted over several days after which Isabel was found to be compliant to the standard’s requirements and was awarded ISO/IEC 20000 certification in March 2016.


About ISO/IEC 20000-1

ISO/IEC 20000-1:2011 specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve its Service Management System (SMS). The requirements include the design, transition, delivery and improvement of services to fulfil agreed.

Customer Benefits

  • Processes are more efficient:
  • Efficient process integration
  • A higher level of maturity
  • Isabel is continuously improving services
  • The documentation of processes provides a solid baseline
  • Maintain and grow Isabel’s presence in a consistently changing market



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Luci Allen

Head of Operations +44 (0)7595 205888