ISO 20000

What is ISO 20000

​ISO 20000 is an internationally recognised standard for IT service management (ITSM). It provides a framework for establishing, implementing, maintaining, and continually improving an IT service management system (SMS). The standard aims to help organisations deliver effective, reliable, and efficient IT services that meet the needs of customers and stakeholders. ​

What is ISO 20000 Standard?

The ISO 20000 standard outlines the requirements for an organisation to establish, implement, maintain, and continually improve a service management system (SMS). This system ensures that IT services are designed, transitioned, delivered, and improved in alignment with business objectives and customer needs. The standard is divided into several parts, with ISO/IEC 20000-1:2018 specifying the core requirements for a service management system. ​

How Many Process Areas in ISO 20000?

ISO 20000 encompasses multiple process areas essential for effective IT service management. These process areas include:​

Service Delivery Processes

Ensure the effective delivery of IT services to meet agreed service levels.​

Relationship Processes

Manage relationships with customers and suppliers to ensure alignment and satisfaction.​

Resolution Processes

Address incidents and problems to restore normal service operations promptly.​

Control Processes

Oversee configuration and change management to maintain the integrity of services.​

Release Processes

Manage the release of new or changed services into the live environment.​

These process areas collectively ensure a holistic approach to IT service management, covering the entire service lifecycle. ​

How to Get ISO 20000 Certification

Achieving ISO 20000 certification involves several key steps:

1. Understand the Standard

Familiarise your organisation with the ISO 20000 requirements and identify gaps in your current ITSM practices.​

2. Develop an Implementation Plan

Create a detailed plan to address identified gaps, including timelines, resources, and responsibilities.​

3. Implement the SMS

Establish the necessary processes and controls in line with ISO 20000 requirements.​

4. Conduct Internal Audits

Perform internal assessments to ensure the SMS is functioning effectively and complies with the standard.​

5. Select a Certification Body

Choose an accredited certification body to conduct the external audit.​

6. Undergo the Certification Audit

The certification body will assess your SMS against ISO 20000 requirements.​

7. Address Non-Conformities

If any non-conformities are identified, take corrective actions to resolve them.​

8. Achieve Certification

Upon successful completion of the audit, your organisation will receive ISO 20000 certification.​

This certification process demonstrates your organisation's commitment to delivering high-quality IT services and continual improvement. ​

Benefits of ISO 20000 Certification

Obtaining ISO 20000 certification offers several advantages:​

1. Enhanced Credibility

Certification showcases your organisation's dedication to best practices in IT service management.​

2. Improved Efficiency

Standardised processes lead to more efficient service delivery and resource utilisation.​

3. Customer Satisfaction

Consistent and reliable IT services enhance customer trust and satisfaction.​

4. Competitive Advantage

Certification can differentiate your organisation in the marketplace, potentially leading to new business opportunities.​

Conclusion

ISO 20000 serves as a valuable framework for organisations aiming to optimise their IT service management practices. By adhering to its guidelines and achieving certification, organisations can ensure they deliver effective, reliable, and efficient IT services that meet the evolving needs of their customers and stakeholders.