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    ISO/IEC 20000-1:2018

    Information Technology –

    Service Management Systems

    ISO/IEC 20000-1:2018 Information Technology – Service Management Systems

    This Information Technology (IT) Service Management Systems Standard as become essential as we progress through the 4th Industrial Revolution. This is a key Standard for organisations that provide Information and Communication Technology (ICT) related services. An ICT service provider’s scope of services is aligned to their service catalogue. The Contracts and Service Level Agreements that are signed contain reporting requirements – the delivery of which is key to a successful service offering.

    What is ISO/IEC 20000-1:2018?

    Why does an organisation need ISO/IEC 20000-1:2018?

    What are the benefits of implementing ISO/IEC 20000-1:2018?

    How do I implement ISO 20000-1:2018 in an organisation?

    Why choose WWISE to assist your organisation:

    Guideline Conformance Process:

    What is ISO/IEC 20000-1:2018?

    ISO/IEC 20000-1:2018 sets the requirements for an IT Service Management System to be developed. Organisations conforming to the Standard can perform consistently as strategic objectives are aligned to each client Service Level Agreement (SLA).

    Incident and problem management solutions are guided through a bespoke methodology. This includes ensuring client satisfaction, assisting clients with the reasoning behind any SLA breaches (downtime, etc.), and use of efficient communication channels. This will allow for challenges and relevant escalations to be documented and controlled. The Standard is closely aligned to the Information Technology Infrastructure Library (ITIL).

    Why does an organisation need ISO/IEC 20000-1:2018?

    Whether you’re an internal service department or an external service provider, ISO/IEC 20000-1 delivers the best practices in its framework to ensure a consistent and reliable service is being provided.

    Stakeholders of this Standard include, but are not limited to the following:

    • Customers seeking service providers with a consistent approach to the service lifecycle.
    • Customers seeking services and requiring assurance regarding the quality of those services.
    • Organisations that wish to demonstrate their capability for the planning, design, transition, delivery, and improvement of services.
    • Organisations that wish to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS.
    • Organisations that perform conformity assessments against the requirements specified in this document.
    • Any training or advice providers in service management.

    What are the benefits of implementing ISO/IEC 20000-1:2018?

    The benefits of ISO/IEC 20000-1:2018 include:

    • Adaptability to organisations of any size.
    • Discovering and securing tremendous cost and efficiency savings.
    • International accreditation: ISO/IEC 20000-1:2018 is the only internationally recognised Standard for IT service management. Its international adoption has been rapid in recent years, as organisations see it as a key differentiator in the marketplace.
    • Increased understanding and improved management of IT costs: Plan future financial costs with greater accuracy and clarity. With simpler processes and clear responsibilities, you can operate a leaner, more efficient service.
    • Improved service management: Achieving ISO/IEC 20000-1 certification assists organisations to improve services. This includes the planning, design, transition, delivery, and improvement of services, through a framework for independent assessment. In turn, this assists organisations to demonstrate an ability to meet customer requirements.
    • Customer satisfaction: Another benefit of ISO/IEC 20000-1 certification relates to increased ability to retain customers through improved customer satisfaction.
    • Improved productivity and responsiveness: The ISO/IEC 20000-1 Standard promotes responsiveness and productivity. The Standard additionally provides clarity in roles and responsibilities – resulting in increased operational oversight.

    How do I implement ISO/IEC 20000-1:2018 in an organisation?

    ISO Consulting and Implementation:

    We have a range of professional Consultants, Engineers, and registered Auditors to assist in implementing and maintaining any ISO Management System. Our industry expertise includes services, telecommunication, manufacturing, construction, engineering services, fast-moving consumer goods, mining, power generation, state-owned companies, and government-run organisations. A good Consultant takes the time to truly understand the processes of your organisation.

    Therefore, they can approach the implementation of ISO requirements accordingly. The cost of hiring a Consultant and the time spent to implement your ISO Management System will definitely pay off in the long run.

    WWISE has a 4-Phase Approach:

    • Phase 1: Gap Analysis Audit and Information Gathering
    • Phase 2: ISO Documentation, Risk Assessment, and Process Mapping
    • Phase 3: Implementation and Coaching
    • Phase 4: Certification

    WWISE provides a turnkey solution which includes templates, one-on-one coaching, on-the-job training, and mentorship. As a consulting firm, we do not provide certification services. However, we will guide you through the certification process and ensure that your organisation becomes certified.

    Why Choose WWISE to assist your organisation?

    An Organisation cannot certify to a guideline standard; you can implement the standard and receive a letter of conformity.

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