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Vendors see their own installation and the device reference they need to build it: device types, setup guides and models. Everything else stays with Aigna.
Go to your installationKeia Method· Level 3 · How it fits · 4.2
ISO/IEC 20000-1
The international standard for a service management system an organisation can be certified against.
- How Keia relates
- Companion: keeps records an audit can read; certification stays yours
- Which version
- ISO/IEC 20000-1:2018, with Amendment 1:2024 (climate action changes). No newer edition was published when this was checked. Keia is not certified and cannot make anyone compliant; it keeps records an auditor can read. The clause names below are the standard's own headings; what they require is in the standard.
How the ideas map
Each Keia idea, the clauses of the standard it serves (clause 8 is the operation of the service management system), and what Keia adds.
| Keia idea | ISO/IEC 20000-1 clauses | What Keia adds |
|---|---|---|
| Start from the building | 8.2.5 Asset management; 8.2.6 Configuration management | One record per space and unit, with its relationships and a confidence from each record's source and age; every change keeps who, what, when, before and after |
| Capture, don't ask | 8.6.1 Incident management; 8.6.2 Service request management | Incidents and requests arrive with the space, the unit and the last change filled in; the categories are the space and the device type the record already has |
| Answer first | 8.3.3 Service level management; clause 9, Performance evaluation | Every figure opens the list it counts and names its source and time, so a report is a list with its filters, exportable by date range |
| Own it, hand it on | 8.3.4 Supplier management; 8.5.1 Change management | Vendors work as peers with access scoped to the job; a standing rule is a change its owner approved once; the change history is the audit log |
| Learn as you go | 8.6.3 Problem management; clause 10, Improvement | Known errors matched to the fleet; captured fixes proposed into setup guides and approved by their owners |
Use your normal process here
The standard asks for a whole management system. Keia keeps records for part of it; the rest is yours.
- The service management system itself: its scope, policy, objectives, internal audit and management review
- 8.4 Supply and demand: budgeting and accounting for services, demand management, capacity management
- 8.7 Service assurance: availability, continuity and information security management
- 8.5.3 Release and deployment management, for software
- Certification: an accredited body certifies an organisation, never a tool
Words side by side
Where Keia's words differ from the standard's.
| Keia says | ISO/IEC 20000-1 says |
|---|---|
| Space, Unit (each a record with its relationships) | Configuration item (CI) |
| Vendor, Partner | External supplier |
| Service level, Within target | Service level agreement (SLA) and its targets |
Sources
Official source. ISO: ISO/IEC 20000-1:2018
Checked 30 September 2026.
Try it in the demo
Opens as Claire, head of the service. Everyone in the demo is made up; nothing you do leaves this browser.
- Open the Audit log: every change to the record is a new entry, never an edit in place.
- Each entry names who, what and when: the evidence an auditor reads.