ISO/IEC 20000-1:2018
Information technology — Service management — Part 1: Service management system requirements.
This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document can be used by:
a) a customer seeking services and requiring assurance regarding the quality of those services;
b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;
c) an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services;
d) an organization to monitor, measure and review its SMS and the services;
e) an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;
f) an organization or other party performing conformity assessments against the requirements specified in this document;
g) a provider of training or advice in service management.
The term "service" as used in this document refers to the service or services in the scope of the SMS. The term "organization" as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms "service" or "organization" with a different intent is distinguished clearly in this document.
ISO/IEC 20000 is the leading international IT service management system standard, with the objective to ensure the quality of the IT services your company delivers. It outlines requirements for setting up the management system and best practices for managing a company’s IT service.
ISO/IEC 20000 certification should not be confused with IT Infrastructure Library (ITIL). Although the ITIL describes best practices that can achieve the same level of service quality required by ISO/IEC 20000, ITIL certifications normally apply to individuals, while ISO/IEC 20000 enables the entire organisation to be certified.
Certify your organization in the international IT Service Management standard Achieve world-class IT Service Management (ITSM) processes
Becoming a ISO/IEC 20000 certified organization provides myriad benefits, including:
• Continual improvement of IT services - inspiring customer confidence
• Increased rate of change and staff productivity - leading to reduced long-term cost and risk of failure to meet business objectives
• An accurate assessment of your organization's internal process and activities with which to effectively implement improvements
• Access to key markets - in which it is mandatory to be ISO 20000 compliant
Changing industry landscape and expectations
Understanding expectations, planning for services and service changes, and monitoring performance can be critical to an IT service’s success or failure. An IT Service Management System (ITSMS) can in turn be critical for organizations providing anything from Service Desk support to full-fledged system design and deployment.
An ITSMS provides a technology-neutral framework for understanding, agreeing on, implementing, and monitoring effective managed services. ISO/IEC 20000 offers internationally recognized best practices through an integrated process approach designed to meet the expectations of both businesses and customers.
Specifically, the ISO/IEC 20000-1 standard sets forth the structural requirements for an ITSMS from service planning and service delivery to resolution and release management, along with resources and controls throughout the service lifecycle. The companion document ISO/IEC 20000-2 code of practice provides interpretive guidance and recommendations for organizations implementing the standard.
How can we help
With IT Services continually advancing and integrating into all aspects of business, organizations are increasingly depending on internal and external managed service providers. But unprepared providers can quickly find themselves struggling to meet even the most basic levels of service and customer satisfaction.
With a wealth of experience providing accredited management systems certifications, NQA is ideally placed to partner with you to meet customer requirements and exceed industry expectations.
Technical committees and industry relationships. NQA is highly involved in a wide variety of industry committees and standards writing teams, helping us to maintain a keen awareness of changes within this industry.
Knowledge transfer supporting our customer’s organizational strategy. NQA is committed to ensuring customer awareness regarding changes in industry strategy, regulations, and standard requirements that may impact your management system approach.
What industries implement ISO 20000-1:2011?
An increasing number of organisations are implementing an IT Service Management System (ITSMS), based around ISO 20000-1. By certifying to this IT standard, companies are able to independently demonstrate to their customers that they are meeting (and sometimes exceeding) industry best practice, which ensures that your day to day service delivery is carried out in a way that drives customer satisfaction through improved service and leads to continuous improvement.
The IT Service Management Standard lasts for three years and is subject to mandatory audits to ensure that you are compliant. At the end of the three years, you will be requested to complete a reassessment audit in order to receive the standard for an additional three years.
Benefits of ISO 20000-1
By achieving certification to ISO 20000-1 IT Services Certification, your organisation will be able to reap numerous benefits such as:
• Reduction in incidents and improved incident management
• Improving corporate image and credibility
• Adoption of an integrated process to the delivery of IT services
• Reduction in response times and interruptions to IT service
• Improved management of costs, leading to financial savings
• A culture of continuous improvement
• Greater understanding of roles and business objectives
• Ensuring legislative awareness and compliance
• Protecting the company, assets, shareholders and directors
• Increased customer satisfaction from internal and/or external customers
• Provides you with a competitive advantage
• Enhanced customer satisfaction that improves client retention
• Consistency in the delivery of your service or product
WHY IS ISO/IEC 20000 IMPORTANT FOR YOUR BUSINESS?
An ISO/IEC 20000 certification assures your internal and external customers that your organisation will deliver IT services at a satisfactory level of quality. Benefits of ISO/IEC 20000 certification include:
• Cost-efficient, reliable and effective IT service management architecture
• Documentation of procedures
• Continuous improvement
• Avoidance of recurring errors and incidents through improved knowledge management
• Reduced costs caused by inefficiencies
• Objective, impartial evidence of the quality of your IT service
• Offers competitive differentiation by demonstrating reliability and high quality of service;
• Gives access to key markets, as many organisations in the public sector mandate that their IT service providers demonstrate compliance with ISO 20000;
• Provides assurance to clients that their service requirements will be fulfilled;
• Enforces a measurable level of effectiveness and a culture of continual improvement by enabling service providers to monitor, measure and review their service management processes and services;
• Drives down the costs of conformance to a multitude of regulations, including the PCI DSS and Sarbanes-Oxley;
• Helps leverage ITIL practices to optimise resources and processes.
TÜV SÜD IS A GLOBAL PROVIDER OF ISO/IEC 20000 CERTIFICATION SERVICES
TÜV SÜD’s experienced auditors possess the highest levels of expertise, with the training to carry out audits for information security and other quality management systems across the industry. Through our established worldwide network of professionals, we can provide certification services no matter where you are.
We adopt a holistic approach for all your IT testing and certification needs and can provide ISO/IEC 20000 certification integrated with other management systems. Our independence status ensures that the TÜV SÜD certification mark is accepted worldwide, making it a powerful tool to enhance the marketability of your company.
ISO 20000 Series- Parts:
1.1ISO/IEC 20000-1: Service management
1.2ISO/IEC 20000-2: Guidance on the application of service management systems
1.3ISO/IEC 20000-3: Guidance on scope definition and applicability of ISO/IEC 20000-1
1.4[Withdrawn] ISO/IEC 20000-4: Process assessment model
1.5ISO/IEC 20000-5: Exemplar implementation plan for ISO/IEC 20000-1
1.6ISO/IEC 20000-6:2017 Requirements for bodies providing audit and certification of service management systems
1.7ISO/IEC 20000-7 Guidance on the Integration and Correlation of ISO/IEC 20000-1:2018 to ISO 9001:2015 and ISO/IEC 27001:2013
1.8[Withdrawn] ISO/IEC 20000-9: Guidance on the application of ISO/IEC 20000-1 to cloud services
1.9ISO/IEC 20000-10: Concepts and vocabulary
1.10ISO/IEC 20000-11: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: ITIL®
1.11ISO/IEC 20000-12: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: CMMI-SVC
1.12ISO/IEC 20000-13: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: COBIT
