ISO 20000 IT Service Management
ISO/IEC 20000 certification for IT service management can indeed provide organizations with a competitive advantage and enhance their brand reputation.
ISO 20000-1:2018 is the latest version of the standard for IT service management, and it provides organizations with a framework to establish a robust technology service management system.
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Meet Contractual Requirements
Implementing ISO 20000-1:2018 demonstrates an organization’s commitment to meeting customer expectations and supporting their requirements in IT service management.
Keep Customers Front of Mind
The organizations deliver an enhanced customer experience with integrity and provides evidence of their commitment to best-practice IT service management.
Drive Business Performance
ISO 20000 provides a framework for aligning service management objectives with the strategic direction of the organization. By adopting ISO 20000, organizations can establish a set of measurable objectives that support the overall business goals and objectives.
Easily Integrate with Existing Management Systems
The updated structure of ISO 20000-1:2018 follows the High-Level Structure (HLS) defined by ISO, which provides a common framework for management system standards. This updated structure, known as Annex SL, allows for easier adoption and integration of ISO 20000 with other ISO-compliant management systems, such as ISO 9001 for quality management or ISO 14001 for environmental management.
What Is It?
ISO 20000 takes a risk-based approach to service management, which means that organizations are encouraged to identify, assess, and manage risks related to their service delivery processes.
ISO 20000-1:2018 is the internationally recognized standard for service management systems. It provides organizations with a framework to establish, implement, maintain, and continually improve their service management practices.
Following the release of ISO 20000-1:2018, organizations will have three years to transition to the new edition.
Key transition dates include:
- 30 Sep 2018: Organizations can choose to certify to the 2018 edition of the standard from this date. The 2011 edition is still valid.
- 31 Mar 2020: Organizations looking to adopt ISO 20000 or are due for re-certification must certify to the ISO 20000-1:2018.
- 29 Sep 2021: All existing organizations must be transitioned to the 2018 edition of the Standard.
To implement an effective service management system, ounderstanding the services an organization delivers and the requirements of its stakeholders is crucial for implementing an effective service management system.
Top management plays a crucial role in the success of a service management system. Their commitment and involvement are essential for driving the implementation and continual improvement of the system.
In addition to planning the scope of the service management system including the list of services offered and the requirements to operate, organizations must identify and address the risks and opportunities that could impact performance.
Managing the service lifecycle, organizations can ensure that services are designed, delivered, and improved in a controlled and systematic manner, leading to consistent and predictable outcomes that meet customer expectations.
Organizations need to establish key performance indicators (KPIs) to measure the effectiveness of their information security processes and ensure the protection of information assets.
Continual improvement is crucial for organizations to stay competitive and enhance their performance. By focusing on exceeding customer expectations and fostering a culture of improvement, organizations can drive success and achieve sustainable growth.
Next Steps
Whether you’re new to ISO 20000 or ready to implement the Standard, we can assist you.
Start
- Purchase the ISO 20000-1:2018 standard
- Undertake training to build expertise
- Implement the Standard
Implement
- Contact QCI Global to discuss requirements, timeframes and costs
- Review and accept proposal to book audit dates
- Take an optional pre-assessment
- Perform a gap analysis
Certify
- Undertake a Stage 1 audit
- Complete a detailed, Stage 2 certification audit
- Upon successful certification, display the ‘Five Ticks’ StandardsMark™
Maintain
- Conduct Surveillance Audits annually
- Recertify to ISO 20000 every three years
- Establish a continuous improvement culture
Optimize
- Market for brand and promotional benefits
- Optimize commercial teams
- Ensure shareholder and stakeholder awareness
Start Your Transition Journey to ISO 20000–1:2018
Organizations have three years to transition from the release date of September 30, 2018. Contact QCI Global to start your transition.
Steps to CertificationRelated Services
In addition to the services mentioned earlier, there are several related services that can further support improving business excellence maturity and sustainable business practices. These services include:
