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ISO 20000-1:2018

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

IT is essential to delivering today’s business. However, concerns are increasingly being raised about IT services, internal and outsourced, not aligning with the needs of businesses and customers. A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice. ISO/IEC 20000 is based on and replaces BS 15000, the internationally recognized British Standard.

Certifier’s bureau will guide your organisation on the following questions:

What is ISO 20000 OR ISO 20000-1?, How to get ISO 20000 OR ISO 20000-1 certificate?, How to implement ISO 20000 OR ISO 20000-1 standards?, How much does it cost to get ISO 20000 OR ISO 20000-1 certificate?, who are ISO 20000 OR ISO 20000-1 service providers?, what is the validity of ISO 20000 OR ISO 20000-1 certificate?, what are the documents required to get ISO 20000 OR ISO 20000-1 certificate?, How to verify the ISO 20000 OR ISO 20000-1 certificate online?, How much days it takes to get ISO 20000 OR ISO 20000-1 certified?, Can anyone get ISO certificate?, Who issues ISO 20000 OR ISO 20000-1 certificate?, Does ISO 20000 OR ISO 20000-1 certificate mandatory for government tenders?

ISO/IEC 20000 is the first international standard for service management. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. It was originally based on the earlier BS 15000 that was developed by BSI Group.

ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework (reference needed), although it equally supports other IT service management frameworks and approaches including Microsoft Operations Framework and components of ISACA’s COBIT framework.

The standard was first published in December 2005. In June 2011, the ISO/IEC 20000-1:2005 was updated to ISO/IEC 20000-1:2011. In February 2012, ISO/IEC 20000-2:2005 was updated to ISO/IEC 20000-2:2012.

ISO 20000-1 has now been revised by ISO/IEC JTC 1/SC 40 IT Service Management and IT Governance. The revision has been released in July 2018. From that point certified entities enter a three year transition period to update to the new version of ISO 20000-1.

 

Formally: ISO/IEC 20000-1:2018 (‘part 1’) specifies 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 2018 version (ISO/IEC 20000-1:2018) comprises ten sections, following the high-level structure from Annex SL of the Consolidated ISO/IEC Directives,

  1. Scope
  2. Normative references
  3. Terms and definitions
  4. Context of the organization
  5. Leadership
  6. Planning
  7. Support of the Service Management System
  8. Operation of the Service Management System
  9. Performance Evaluation
  10. Improvement

ISO/IEC 20000-2: Guidance on the application of service management systems

ISO/IEC 20000-2:2019 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1:2018.

ISO/IEC 20000-3: Guidance on scope definition and applicability of ISO/IEC 20000-1

ISO/IEC 20000-3:2019 provides guidance on scope definition, applicability and demonstration of conformance for service providers aiming to meet the requirements of ISO/IEC 20000-1, or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.

[Withdrawn] ISO/IEC 20000-4: Process assessment model

ISO/IEC TR 20000-4:2010 has been withdrawn. A set of new documents providing a Process Reference Model (PRM) and a Process Assessment Model (PAM) based on ISO/IEC 20000-1:2018 is being developed by ISO/IEC JTC1/SC7 in the 33000 series of standards.

ISO/IEC 20000-5: Exemplar implementation plan for ISO/IEC 20000

ISO/IEC TR 20000-5:2013 service providers on how to best achieve the requirements of ISO/IEC 20000-1. ISO/IEC 20000-5 will be updated based on the current version of ISO/IEC 20000-1.

ISO/IEC 20000-6:2017 Requirements for bodies providing audit and certification of service management systems

ISO/IEC 20000-6:2017 provides requirements for auditing bodies for the assessment of conformance to ISO/IEC 20000-1.

ISO/IEC 20000-7 Guidance on the Integration and Correlation of ISO/IEC 20000-1:2018 to ISO 9001:2015 and ISO/IEC 27001:2013

ISO/IEC TR 20000-7:2019 provides guidance on the integrated implementation of a Service Management System based on ISO/IEC 20000-1:2018 with a Quality Management System based on ISO 9001:2015 and/or an Information Security Management System based on ISO/IEC 27001:2013.

ISO/IEC 20000-9: Guidance on the application of ISO/IEC 20000-1 to cloud services

ISO/IEC TR 20000-9:2015 provided guidance on the use of ISO/IEC 20000‑1:2011 for service providers delivering cloud services.

ISO/IEC 20000-10: Concepts and vocabulary

ISO/IEC TR 20000-10:2018 describes the core concepts of ISO/IEC 20000, identifying how the different parts support ISO/IEC 20000‑1:2018 as well as the relationships between ISO/IEC 20000 and other International Standards and Technical Reports. This part of ISO/IEC 20000 also explains the terminology used in the ISO/IEC 20000 series, so that organizations and individuals can interpret the concepts correctly.

ISO/IEC 20000-11: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: ITIL

ISO/IEC TR 20000-11:2015 is a Technical Report that provides guidance on the relationship between ISO/IEC 20000-1:2011 and a commonly used service management framework, ITIL.

ISO/IEC 20000-12: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: CMMI-SVC

ISO/IEC TR 20000-12:2016 is a Technical Report that provides guidance on the relationship between ISO/IEC 20000-1:2011 and a commonly used service management framework, CMMI-SVC.

ISO/IEC 20000-13: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: COBIT

ISO/IEC TR 20000-13 is a Technical Report that provides guidance on the relationship between ISO/IEC 20000-1:2018 and a commonly used service management framework, COBIT 2019. It is currently under development and aimed for publication late 2020.

  • Part One is the specification for service management which covers the IT service management. It is this part which you can be audited against and it sets out minimum requirements that must be achieved in order to gain certification.
  • Part Two is the code of practice for service management, which describes the best practices for service management processes within the scope of the specification.
  • ISO/IEC 20000 Cerification is applicable to any organization, large or small, in any sector or part of the world which relies on IT services. The standard is particularly suitable for internal IT service providers, such as IT departments, and external IT service providers, such as IT outsourcing organizations.
  • The standard is already making a positive impact in some of the leading IT-dependent sectors, such as the business process outsourcing, telecommunications, finance and public sectors
  • IT service providers become more responsive to services which are business led rather than technology driven
  • Reduction in incidents and improved incident management
  • Gives you the ability to select and manage external service providers more effectively
  • More opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service
  • Enhanced customer satisfaction that improves client retention
  • The certification process can reduce the amount of supplier audits, thereby reducing costs
  • ISO 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best practice guidance for ITSM processes
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