ISO/IEC 20000-1:2018 Information Technology
ISO/IEC 20000-1:2018 Information Technology – Service Management Systems
This Information Technology (IT) Service Management System standard, also known as ISO/IEC 20000-1, has become essential as we progress through the fourth Industrial Revolution. This is a key standard for organisations that provide Information and Communication Technology (ICT)-related services, especially where an ICT service provider needs to deliver consistent, reliable and measurable 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. Effective SLA management helps ensure that service expectations are documented, monitored and reviewed.
What is ISO/IEC 20000-1:2018?
ISO/IEC 20000-1:2018 sets the requirements for an IT Service Management System (ITSMS) to be developed. Businesses conforming to the standard can perform consistently as strategic objectives are aligned to each client’s Service Level Agreement (SLA).
Incident and problem management solutions are guided through a process-based approach. This includes ensuring client satisfaction, assisting clients with the reasoning behind any SLA breaches (downtime, etc.), and using efficient communication channels. This allows for challenges and relevant escalations to be documented, controlled and reduced. The standard is closely aligned with theITIL Framework, which supports best practices in ITIL Service Management.
Why does an organisation need ISO/IEC 20000-1:2018?
Whether you are part of an internal service department or an external service provider, ISO/IEC 20000-1:2018 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 life cycle.
- Customers seeking services and requiring assurance regarding the quality of those services.
- Businesses that wish to improve the planning, design, transition, delivery, and improvement of services through effective implementation and operation of an IT Management System.
- Organisations that wish to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS.
- Businesses that perform conformity assessments against the requirements specified within the standard.
- 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:
- Versatile: ISO/IEC 20000-1: 2018 is adaptable across small, medium and large businesses.
- Cost saving: Assists in identifying major improvements in cost effectiveness and efficiency.
- 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: Certification also leads to improved customer retention through higher levels of satisfaction.
- Improved productivity and responsiveness: The ISO/IEC 20000-1 standard promotes responsiveness and productivity. Additionally, it provides clarity in roles and responsibilities, resulting in increased operational oversight and audit readiness for any future IT audit requirements.
How do I implement ISO/IEC 20000-1:2018 in an organisation?
ISO Consulting & Implementation:
We have a range of professional consultants, engineers, and registered auditors to assist in implementing and maintaining your 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. Each of our consultants takes the time to truly understand the processes of your organisation, which will enable them to implement ISO requirements accordingly and effectively. 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 Training
- Phase 4: Certification
At WWISE we provide a fully inclusive solution that includes full turnkey, awareness training, classroom and online 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 business becomes certified.
Why Choose WWISE to Assist your Organisation:
Certification Process:
An organisation can get certified to a requirement standard. You can implement the standard and get certified by a third-party.
