ISO/IEC 20000-1:2018

What is the ISO/IEC 20000-1:2018​ (ITSM) standard?

ISO/IEC 20000-1:2018​ INFORMATION TECHNOLOGY​ ISO 20000-1 is an international standard that specifies the requirements for establishing, implementing, maintaining, and continually improving an Information Technology Service Management System (ITSMS). The standard provides a framework for organizations to effectively manage their IT service delivery processes and ensure the delivery of high-quality IT services to meet customer requirements. ISO 20000-1 focuses on aligning IT service management with business objectives, promoting service excellence, and enhancing customer satisfaction. It provides guidance on the planning, design, transition, delivery, and improvement of IT services, including processes for service management, service design and transition, service delivery, relationship management, and continual service improvement.

Key aspects and requirements of ISO 20000-1 include:

1. Service Management System: Organizations are required to establish an ITSMS that aligns with the organization’s overall business objectives. This includes defining the scope of the ITSMS, establishing a service management policy, and identifying roles, responsibilities, and authorities for managing IT services.
2. Service Design and Transition: ISO 20000-1 emphasizes the importance of effective service design and transition processes. Organizations must establish processes for service planning and design, service transition and change management, release and deployment management, and service validation and testing.
3. Service Delivery: The standard focuses on ensuring effective service delivery processes. This includes establishing processes for service level management, service continuity management, availability management, capacity management, and IT service continuity management.
4. Relationship Management: ISO 20000-1 highlights the significance of managing relationships with stakeholders. Organizations must establish processes for managing service relationships, including supplier management, customer relationship management, and business relationship management.
5. Continual Service Improvement: The standard promotes a culture of continual service improvement. Organizations are required to establish processes for monitoring and measuring service performance, conducting service reviews, and implementing corrective actions and service improvement initiatives.
6. Documentation and Control: ISO 20000-1 emphasizes the need for documentation and control of IT service management processes. Organizations must maintain appropriate documentation, including policies, procedures, work instructions, and records, to ensure effective implementation and control of IT services.

By implementing ISO 20000-1, organizations can enhance their IT service management capabilities, align IT services with business objectives, improve customer satisfaction, and demonstrate compliance with international best practices for IT service management. ISO 20000-1 certification provides assurance to customers and stakeholders that an organization has implemented effective processes for delivering high-quality IT services.