ISO/IEC 20000-1:2018 Information technology — Service management Certification

ISO/IEC 20000-1:2018 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. ISO/IEC 20000-1 is IT Service Management System Standard that specifies ISO/IEC 20000-1 Certification requirements for the service provider to plan, establish, implement and maintain ISO/IEC 20000-1 Controls for an effective SMS Service Management System within an organization.

Benefits of ISO 20000-1:2018

Benefits of ISO 20000 certification for service providers:

• 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.
• Assures 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.

ISO 20000 requirements

Part 1: Service management system requirements

ISO/IEC 20000-1:2018 – provides requirements for ITSM and is relevant to those responsible for initiating, implementing or maintaining ITSM in their organisation. It also provides a specification for an SMS (service management system). Organisations can have their SMS independently certified as conforming to the requirements of the Standard.

Part 2: Guidance on the application of service management systems

ISO/IEC 20000-2:2012 – describes the best practices for service management processes within the scope of Part 1.