ISO 20000

ISO/IEC 20000-1 Information Technology Service Management System Registration and Certification Services

ISO 20000-1 is a standard for Information Technology Service Management Systems (ITSMS) and specifies the requirements for the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. The requirements are generic and are intended to be applicable to all organizations, regardless of type, size, or nature of the services delivered.

What is ISO 20000-1?

ISO 20000-1 is the international standard for Information Technology Service Management Systems (ITSMS).

It is applicable to any organization and intended for service management of services using technology and digital information.

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The fundamental aim of ISO 20000-1 is to support the management of the service life cycle, from planning to delivery and improvement, offering better value for customers as well as those delivering the service. Ensuring the service provider meets agreed service requirements and deliver value for the customers, users and the organization itself. Ultimately, the SMS major purpose is to turn customers with needs, expectations and requirements into satisfied customers. In addition, the standard can turn traditional organizations with IT departments into IT service-oriented organizations that deliver valuable services to internal and/or external clients. It gives ongoing visibility, allowing for continual improvement in effectiveness and efficiency.  

Business Challenge

Today, organizations are increasingly focused on service excellence and customer experience. The service management environment has evolved. Organizations are undergoing a transformation to modernize its services, improve customer satisfaction, attract and retain customers, manage multiple suppliers and determine value of services for customers.   With technology advancing at warp speed developments such as but not limited to cloud computing, infrastructure as a service (IaaS), platform as a service (PaaS), Software as a service (SaaS), machine learning, blockchain and hybrid cloud models have opened fresh opportunities for value creation and led to IT becoming an important business driver and source of competitive advantage. Every organization is a service organization.

Business Solution

The adoption of the SMS is a strategic decision for an organization and is influenced by the organization’s objectives, the governing body, other parties involved in the service lifecycle and the need for effective and resilient services. While it can be used ‘regardless of the organization’s type or size, or the nature of the services delivered’, ISO/IEC 20000-1 has its roots in IT. It is intended for service management of services using technology and digital information. Implementation and operation of an SMS provides ongoing visibility, control of services and continual improvement, leading to greater effectiveness and efficiency. Improvement for service management applies to the SMS and the services.

The key benefits of ISO 20000-1 for your business

  • Improved quality of service.
  • Increased business/customer confidence.
  • Supports the business to operate more effectively.
  • Improved reputation, consistency, and interoperability.
  • Helps business leaders gain better visibility of IT spending and total assets, providing greater transparency from the IT organization.
  • Can lead to performance improvements, such as reduction of system outage and critical incidents.
  • Has the added benefit of creating a proactive, IT-focused business.

  NSAI can guide your company through this ever-evolving world of service management. Contact us today or fill out our RFQ form to find out how NSAI can help. 

How to Get ISO 20000-1 Certification

To get ISO 20000-1 information technology service management  certification, an organization must first implement an information technology service management system (ITSMS) that meets the requirements of the standard. This includes establishing and documenting policies and procedures for service management. Once the organization's ISMS is in place, it can be independently audited by a certification body to ensure that it meets the requirements of the standard. If the audit is successful, the organization will be awarded ISO 20000-1 certification.

Here are the steps to get ISO 20000-1 certification:

  1. Determine your organization's need for certification. Consider factors such as the nature of your business, the sensitivity of the information you handle, and any regulatory or contractual requirements that may require you to be certified.
  2. Review the ISO 20000-1 standard and understand the requirements it imposes on your organization.
  3. Develop an ITSMS that meets the requirements of the standard. This will likely involve establishing and documenting policies and procedures for service management system.
  4. Have your ITSMS audited by a certification body. This will involve a detailed review of your documentation and a thorough assessment of your organization's Service management practices.
  5. If the audit is successful, your organization will be awarded ISO 20000-1 certification. You will need to undergo periodic recertification audits to ensure that your ITSMS remains compliant with the standard.

The Requirements OF ISO 20000-1 Certification

The requirements for ISO 20000-1 certification are outlined in the ISO 20000-1 standard, which specifies the requirements for an information technology service management system (ITSMS). To be certified, an organization must implement an ITSMS that meets the requirements of the standard, which includes the following:

  1. Engaging top management in defining the scope of the ITSMS, establishing the roles and responsibilities of personnel, and setting out the rules and procedures for managing ITSMS.
  2. Establishing and documenting policies, plans, documented agreements, specifications, descriptions, procedures, reports, and records needed for the operation and for the delivery of services for the ITSMS.
  3. Conducting a risk assessment to assure that the ITSMS can achieve its intended outcomes and is continually improved.
  4. Creating, implementing, and maintaining a service management plan that reflects the service management policy, objectives, and service requirements.
  5. Defining and documenting measurable objectives that will provide a focus for operating the SMS and its defined services to meet the organization's business needs.
  6. Controlling planned changes to the SMS and reviews the consequences of unintended changes.
  7. Ensuring that outsourced processes are controlled.
  8. Monitoring and reviewing the effectiveness of the ITSMS on an ongoing basis. This should include regular audits and reviews to ensure that the ITSMS is operating effectively and that any identified weaknesses are addressed.

By following the above requirements and demonstrating compliance through an independent audit, an organization can achieve ISO 20000-1 certification.

How to start ISO 20000-1 Registration with NSAI

NSAI can guide your company through this ever-evolving world of service management. Contact us today or fill out our RFQ form to find out how NSAI can help, and get started on the path to improved quality performance, cost savings, and enhanced reputation.

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