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ISO 20000-1:2018 (IT Service Management System) - sbpm

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ISO 20000-1:2018 (IT Service Management System)

ISO 20000 is an internationally recognized service management standard that first came to life in 2005. In fact, it’s the only international service management standard out there. Plus, it doesn’t only relate to IT service management (ITSM).

It’s based on BS 15000 (the world’s first standard for service management) which was developed by the British Standards Institution (BSI) and made obsolete in 2007. Since its introduction, ISO 20000 has been revised twice – once in 2011 and now again in 2018.

The formal view of ISO/IEC 20000-1 is that the standard gives the requirements for:

“Establishing, implementing, maintaining and continually improving a service management system (SMS). An SMS supports the management of the service lifecycle, including the planning, design, transition, delivery,

and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.”

The ISO 20000 standard is a series that’s split into two main parts. It gives organizations both the requirements of a service management system (part one, i.e., ISO 20000-1) and guidance on best practices for the application of service management systems based on those requirements (part two, ISO 20000-2). There are additional aspects of the series too, including guidance on the relationship between ISO 20000-1 and other service management frameworks (such as ITIL and COBIT), all of the concepts of the standard and the vocabulary used, and guidance on the scope definition and applicability of ISO 20000-1.

Certification of ISO 20000-1 is available for organizations (unlike with ITIL), the other parts of the series are not certifiable as they’re provided for guidance only and don’t list certifiable requirements.

Certification of ISO 20000-1 is obtained by passing a robust audit procedure through which organizations must show that they’re familiar with the processes and principles of the standard, provide evidence that the standard’s processes are adhered to, and produce all of the relevant documentation that ISO 20000-1 calls for.

Increased credibility for suppliers: This certification gives a level of credibility to the organizations that they would unable to achieve. The reason behind the certification is an international standard in service management, that’s why it has been recognized around the world and proves the certified business associates with the best practices and its SMS is fully compliant. A good example for the benefit of certification is government agency mandates suppliers to submit tenders for new work must be ISO 20000-1 certified.

Proactive service management: Since ISO 20000-1 certification tends to deliver value to the customers whose expectations have been growing all the time. In order to keep customers happy, service management needs a shift from conventional incident management that is fixing something that has been reported as broken and fixing something that may have an adverse impact on the customer. The definition of the term INCIDENT in ISO 20000-1 includes “An event that has not yet impacted the customer service.

Positive cultural change: ISO 20000-1 helps organizations to change their culture and work with entirety. Particularly, blaming and pointing the fingers are decreased because everyone is encouraged taking ownership of services instead of pushing responsibility on the IT department.

Cost reduction: Proactive service management aids in avoiding costly issues and mistakes and helps in processing smoothly. Besides reduction in incidents, towards support cost less money is spent and less is lost through business outages as they become less frequent or sometimes can be avoided together.

Leadership: A leadership team’s involvement in the management system ensures the entire organization to understand the service management requirements, and motivated by the support. It provides in achieving organizations objectives and goals.

ISO 20000-1 document indicates requirements for an enterprise to establish, implement, maintain and continuously improve SMS. This document specifies including planning, design, transition, delivery and service improvement to meet out the service requirements and it can be used by:

  • A customer seeks services and requires assurance regarding those services’ quality.
  • A customer requires a constant approach to the service from all its service providers including those in a supply chain.
  • An enterprise is to demonstrate its capacity for the planning, designing, and transition, delivery and service improvements.
  • Other parties or an organization that perform conformity assignments against the needs specified in this document.
  • A training provider or advice in service management.

This internationally recognized ISO 20000-I is the best practice framework for an SMS that helps in providing a consistent, and reliable service. It supports in embedding a service life cycle plan into your enterprise by providing the best practice guidance on how to manage your services portfolio in order to make it remain current.