ISO/IEC 20000-1:2018 IT Service Management

ISO 20000

What is ISO/IEC 20000-1:2018 IT Service Management Standard?

ISO/IEC 20000-1:2018 specifies requirements for establishing, implementing, maintaining, and continually improving a service management system. Its scope includes the planning, design, transition, delivery, and improvement of services to meet service requirements and deliver value.

The standard can be used by internal or external service providers, customers seeking assurance, organizations reviewing their own service-management capability, and independent conformity assessment bodies. Existing IT service-management methods can support implementation, but the ISO/IEC 20000-1 requirements and defined service scope remain the audit criteria.

Benefits of ISO/IEC 20000-1:2018 Certification

A well-implemented service management system can support:

• A consistent approach to the service lifecycle and service requirements
• Monitoring, measurement, and review of the service management system and services
• Clearer ownership for planning, transition, delivery, and improvement activities
• Evidence for customers and independent conformity assessment
• Coordination across people, processes, technology, and external suppliers
• Corrective action and continual improvement based on service performance

Our ISO 20000 Services

We offer comprehensive ISO 20000 services including:

• Gap analysis against ISO 20000 requirements
• Implementation planning and support
• Documentation development
• Training programs (awareness, implementation, internal auditor)
• Internal audits
• Pre-certification readiness review
• Ongoing support and maintenance

ISO 20000 Implementation Process

Our structured approach to ISO 20000 implementation includes:

1. Initial assessment and gap analysis
2. Development of implementation plan
3. Process design and documentation
4. Implementation support
5. Training and awareness
6. Internal audit
7. Management review
8. Readiness support before the independent certification-body audit