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

ISO/IEC 20000-1 is developed by the International Organization for Standardization (ISO) with the objective to ensure the quality of the IT services your company delivers. It outlines requirements for setting up the management system and best practices for managing a company’s IT service. 

The standard specifies the requirements for the service provider to plan, establish, implement, run, monitor, review, keep up to date and improve a service management system (SMS). The requirements include the design, transition, delivery and improvement of the services to meet the service requirements.

Why / benefits of ISO/IEC 20000-1 certification

ISO/IEC 20000-1 certification demonstrates that an organisation is equipped with an IT Service Management System and is able to deliver its services advantageously by systematically ensuring compliance with the Service Level Agreements (SLAs) entered into with its customers.
 
The standard enables organisations that decide to adopt it, to benchmark their service delivery capacity by measuring their service levels and assessing their performance.
 
In particular, ISO/IEC 20000-1 certification:

• guarantees that the principles universally recognised as Best Practices (e.g. ITIL) are applied.
• Emphasis on continual process improvement of your IT service management system.
• ensures an approach that is harmonised with any ISO 9001, ISO/IEC 27001 certifications obtained.
• promotes relationships of trust with customers, partners, public bodies, credit companies and shareholders.
• Can reduce the number of second-party audits, i.e. audits by your customers that your company is subject to, thus reducing costs.
• promotes the development of relations between different business divisions, according to an internal customer model.
• improves the efficiency and effectiveness of IT services by means of internal and external audits.