What is ISO/IEC 20000-1:2018?
ISO/IEC 20000-1:2018 is an international standard that specifies the requirements for establishing, implementing, maintaining, and continually improving an Information Technology Service Management System (ITSM). The standard aims to ensure the delivery of high-quality IT services that meet customer needs and business requirements efficiently and consistently.
This standard was developed by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC), and it is suitable for all organizations regardless of their size or type of activity.
Importance of ISO/IEC 20000-1:2018 for Organizations
Implementing this standard helps organizations to:
- Improve the quality of IT services
- Increase customer satisfaction
- Reduce operational failures and risks
- Enhance operational efficiency and reduce costs
- Strengthen trust and credibility with customers and partners
- Align with global best practices in IT Service Management (ITSM)
Scope of Application
The standard covers all processes related to the delivery of IT services, whether they are:
- Internal services within the organization
- External services provided to customers
- Services relying on external service providers
It can be applied to:
- IT companies
- Data centers
- Managed service providers
- Governmental and private organizations
General Structure of ISO/IEC 20000-1:2018
The standard follows the High-Level Structure (HLS) used in modern ISO standards and consists of several main clauses:
Context of the Organization
Requires understanding the internal and external environment and identifying the needs and expectations of interested parties.
Leadership
Focuses on the role of top management in supporting the IT service management system and defining policies and objectives.
Planning
Includes identifying risks and opportunities and establishing plans to achieve service management objectives.
Support
Addresses resources, competence, awareness, communication, and documented information.
Service Operation
This is the core of the standard and includes:
- Incident management
- Request management
- Change management
- Service level management
- Availability and continuity management
Performance Evaluation
Focuses on measurement, analysis, internal audits, and management review.
Continual Improvement
Aims to continuously improve the effectiveness and efficiency of the IT service management system.
Difference Between ISO/IEC 20000-1 and ITIL
ISO/IEC 20000-1 is a certifiable standard, while ITIL is a best-practice framework. ITIL is often used as a reference to support the implementation of ISO 20000 requirements.
Steps to Obtain ISO/IEC 20000-1:2018 Certification
Application Form Completion
The process of obtaining ISO 20000-1:2018 certification begins with completing the certification application form submitted to the certification body. This form includes basic information about the organization, such as the nature of its activities, number of employees, locations, and the scope of the Environmental Management System to be certified.
Preparation of the Audit Plan
After reviewing the application form, an audit plan is prepared outlining the audit dates, scope, covered processes, and the names of the audit team members. The purpose of this plan is to organize the audit process and ensure that all requirements of the standard are fully covered.
Audit – Stage 1 (Audit Stage 1)
The objective of the Stage 1 audit is to assess the organization’s readiness for certification. This includes reviewing environmental documentation and policies, verifying understanding of ISO 20000-1:2018 requirements, and confirming their initial implementation, while identifying any gaps that need to be addressed before proceeding to the next stage.
Audit – Stage 2 (Audit Stage 2)
At this stage, the actual on-site audit is conducted. Auditors review the implementation of the Environmental Management System within the organization and verify full compliance with ISO 20000-1:2018 requirements. If there are no major nonconformities, or after they have been closed, a recommendation is made to grant the certification.
Who Needs ISO/IEC 20000-1:2018?
- IT companies
- Technical support service providers
- Outsourcing companies
- Organizations that heavily rely on IT services
- Entities seeking to improve the quality of their digital services
Benefits of ISO/IEC 20000-1 Certification
- Improved service management
- Increased competitiveness
- Reduced failures and service interruptions
- Enhanced customer satisfaction
- Support for digital transformation
- Compatibility with other ISO standards such as ISO 9001 and ISO 27001
Frequently Asked Questions About ISO/IEC 20000-1:2018
The duration varies depending on the size and readiness of the organization and typically ranges from 3 to 6 Days.
Yes, the standard is flexible and can be applied to small and medium-sized enterprises with simplified processes.
Yes, ISO/IEC 20000-1 is internationally recognized and enhances the confidence of global customers.
The certificate is valid for 3 years, with annual surveillance audits.
No, it is not mandatory, but it greatly helps in understanding and implementing the standard requirements.
Conclusion
ISO/IEC 20000-1:2018 is a fundamental standard for any organization seeking to deliver professional and stable IT services. Its implementation goes beyond certification, contributing to improved overall performance, enhanced customer satisfaction, and sustainable organizational growth in an increasingly technology-driven world.
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