What is-IT Service ISO_IEC 20000-1-ISO PROS #22

What Is IT Service ISO/IEC 20000-1?

The ISO 20000-1 standard lays out the criteria required for a company to provide its services with a suitable level of the quality (internal and/or external) for its consumers. This is completely associated with a process management methodology developed by the Office of Government Commerce’s (UK) by the IT Infrastructure Library (ITIL).

The ISO 20000-1 standard refers to companies aiming to enhance quality infrastructure, needing a standardized methodology across its supply chain across all service suppliers, and having to show the quality capacity to provide customer-compliant facilities.

ISO Pros is certified for the provision of certification programs in compliance with an ISO 20000-1 Information Technology Quality Management standard.

The standard scope includes:

  • Management System Requirements;
  • Planning and applying Operation Management;
  • Planning and executing new services and/or service changes;
  • The provision of service delivery;
  • Processes for relationships;
  • Processes for Resolution;
  • Process monitoring;
  • Release Processes.

The key advantages of adopting the certification according to this standard include:

  • Direction for service;
  • Guaranteed fulfillment according to negotiated demands and service levels:
  • Quality and performance;
  • Reducing the vulnerability to organizational risk;
  • Contractual enforcement requirements;
  • Proofing of the efficiency of the IT services;
  • An increase in consumer and business trust for the services offered.

How ISO 20000 has been recently been revised

Conformity to the structure

Several other codes, such as ISO / IEC 27001, ISO 14001, and ISO 9001, adopt the framework of Annex SL (a prototype with a management system) but ISO 20000 has not done so until now.

ISO 20000 adopting the same arrangement (as other codes) allows the adoption of several specifications for organizations that choose to. Therefore, joining the other standards was important for ISO 20000 too.

New rules

Additional “rules” have been released referring to terminology within the ISO 20000 format, which has indicated that certain words have been revised, some have been dropped altogether, and several additional terms have been introduced.

For eg, the term “internal group” is now called “internal supplier” and the term “supplier” is now called “external supplier.” This can sound a bit pedantic but it is extremely necessary for consistency to use the right language to obey the guidelines set down for its usage.

Less dependence on certification paperwork

Certification may only be obtained in earlier iterations of ISO 20000 if there was a rich amount of documents accessible inside an organization. Those papers needed to explain more of how the organization complied with ISO 20000 to show proof that ISO 20000 was applied in all the service management processes.

The 2018 compliance upgrade also needs documentation. This asks for even less of it, though, than traditionally required – requiring just essential information, such as a business management plan.

It seems to be a nod to a more agile way of operating and emphasizes “running software over documents” from a product-development perspective. After all, digital technology is transforming the environment of service management and implies that standards and structures would need to evolve with it.

Expanded applicability

The ISO 20000 upgrade recognizes that service management – in its ITSM context – is evolving away from IT and incorporating the entire enterprise. And that it is not just IT infrastructure that will gain from ISO 20000, with the standard acknowledging that service delivery is starting to be holistically practiced.

Accepting multi-supplier situations

ISO 20000: 2018 also recognizes that, in today’s environment where prospects exist, companies no longer need a single supplier to satisfy their demands and rather employ several vendors – both internal and external – to provide the best resources available to them.

Therefore, multi-supplier management specifications-or Service Integration and Management (SIAM)-are now included in the specification.

Illustrating shifts in other strategies to service management

Certain sections of this standard include guidelines on the partnership between ISO 20000-1 and approaches to service management such as ITIL. And, due to the above-mentioned major developments – and drivers of change – within service management, the IT industry is also seeing updates to many related approaches, which of course means that the relationship guidance will also have to change.

One such an example is ISO 20000-11 – ITIL mapping guidelines – that is waiting for ITIL 4 to be released before it is created. Additional new sections, such as ISO 20000-13, a feedback study on the partnership between ISO 20000 and the latest COBIT 2019 are being introduced too. This is likely to be released soon due to the recent COBIT framework update.


What makes up the standard

The standard contains two key sections that allow service providers to find ways of improving the quality of the services they offer to their clients, both internally and externally,

Part 1 lays out the specifications for the establishment and application of a service management program and Part 2, provides guidelines on the implementation of ISO / IEC 20000-1 quality management programs.


How is service management of the IT infrastructure important to you?

We help you to develop your expertise and enable the company to effectively follow the ISO / IEC 20000 protocols and introduce an efficient method of service management. When a successful ISO / IEC 20000 is introduced, you show the ability to design, produce, and improve services. The ISO / IEC 20000 award shows the commitment to reach an outstanding degree of excellence and durability.


ISO / IEC 20000 benefits

The rewards you’ll reap by applying for certification of the ISO / IEC 20000 include:

  • Enhanced credibility
  • Increased consumer loyalty
  • Better awareness of market objectives
  • Brand reputation improved
  • Building new capabilities
  • Taking advantage of ITIL practices
  • Improved planning and control
  • Reduces reaction time
  • Fewer incidents
  • Create a performance management framework
  • Gain a strategic advantage

Why ISO Pros?

ISO Pros is a registered certification body with the ISO / IEC 20000-1 certification system. We offer value-added auditing and certification programs to companies with professionally qualified auditors from a broad variety of industries.

ISO / IEC 20000-1 and how you can apply IT Service Management?

  • Request for Information (RFI) submitted
  • Quotation issued
  • Submission of your application
  • Audit in Stage 1
  • Audit in Stage 1
  • Recommendation and approval
  • Certificate Issuance
  • Surveillance of Supervision and Recertification