ISO 20000-1 Certification

ISO 20000-1:2018 is the international standard for IT Service Management (ITSM), which specifies the requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS). Here are some key requirements outlined in the standard:

Scope: Define the scope of the SMS, including the services covered and any external service providers.

Leadership: Top management must demonstrate leadership and commitment to the SMS, ensuring that it aligns with the organization's strategic direction.

1. Policy: Establish an IT service management policy that reflects the organization's commitment to meeting service requirements and continually improving the SMS.

2. Planning: Plan and implement service management processes and activities, taking into consideration the organization's context and objectives.

3. Support: Provide the necessary resources, including competent staff, to establish, implement, maintain, and improve the SMS.

4. Operation: Plan and control the operation of the services, including the design, transition, delivery, and improvement of services to fulfill service requirements.

5. Performance Evaluation: Monitor, measure, analyze, and evaluate the performance of the SMS, including the effectiveness of the service management system and services.

6. Improvement: Continually improve the suitability, adequacy, and effectiveness of the SMS through corrective action, preventive action, and management review.

These requirements help organizations ensure that their IT service management processes are aligned with business objectives, provide value to customers, and are continually improved to meet changing needs.

Given the small number of companies that are aware of the ISO 20000-1:2018 Series of Standards, your organization/company has an opportunity to set itself apart from those that have not taken advantage of the opportunity to implement a disciplined Information Technology Service Management System (ITSMS) Certification that enables continuous improvement.

Many IT service firms have obtained ISO 9001:2015 certification but have yet to reap the benefits of a standard that is tailored to their requirements.

• Serve as valuable tools and resources for fostering quality-driven management practices.
• Encourages IT service providers to obtain annual certification that is both instructive and useful.
• Provides the organization with a competitive advantage in the market.
• Helps to avoid customer audits.

ISO 20000-1-2018 Certification Process

• Understanding the Standard
• Assessment and Gap Analysis
• Training and Implementation
• Internal Audits
• Management Review
• Preparation for Certification Audit
• Selecting a Certification Body
• Certification Audit
• Addressing Findings
• Certification Issuance
• Ongoing Surveillance Audits