ISO 20000-1 - Information Technology Service Management System Certificatio

 

What is ISO 20000-1?

ISO 20000-1 provides integrated processes for provision of information technology services on the basis of ITIL - IT Infrastructure Library. To comply with the standard, an organisation must be committed to continually improving the quality of provided IT services.

ISO 20000-1 also specifies requirements for an organization to maintain and continually improve a service management system (SMS).

Once certified, organisations can proudly promote themselves as certificate holders in any of their promotional materials and can include the URS certification logo free of charge.

 

Who requires an ISO 20000-1 certification?

ISO 20000-1 is required by any organisation that provides IT services and demonstrates the quality and consistency of service management practices. This includes:

 

• Large service providers


• Cloud service providers


• Organisations offering business process outsourcing

How can ISO 20000-1 benefit your business?

Becoming certified for ISO 20000-1 can bring a wide range of benefits to your organisation, including:

 

• Improving your customer satisfaction


• Gaining a competitive advantage


• Reducing costs


• Providing a certified translation service


• Adapting a continuous improvement culture

How can you prepare for an ISO 20000-1 Certification?

Although the thought of starting the certification process may seem daunting, there are a variety of steps you can take to make the process to becoming certified far more streamlined:

 

• Familiarise yourself with the ISO 20000-1 standard


• Define the scope of your organisation


• Conduct a gap analysis to highlight any required improvements


• Provide staff training to all employees to ensure your organisation meets the competence requirements of the standard


• Carry out internal audits to highlight areas where your organisation does not comply with the standard requirements

What are the key requirements ISO 20000-1?

When working towards becoming certified for ISO 20000-1, there are various areas that will be a focus during the audit. These areas include:

 

• Leadership management


• Performance monitoring


• Leadership commitment


• Change management

What clauses make up the structure of ISO 20000-1?

 

Clauses 1-3 – Introductory clauses

The first three clauses of ISO 20000-1 set out to introduce the scope of the standard, and highlight all affiliated standards that sit alongside it. In addition, clause three provides a list of terms that feature throughout the standard. Knowledge of these terms is crucial to understanding the scope and requirements of ISO 20000-1.

 

Clause 4 – Context of the organisation

Clause 4 focuses on the purpose of the organisation and the role that it plays in achieving the desired outcome of the SMS. The requirements in this section include; understanding the organisation and the needs of interested parties, and determining the scope of the SMS.



Climate change amendments

The amendments have not changed the requirements of clause 4.1 and 4.2, rather they have added an assurance that climate change is considered for the management system. Due to the necessity of climate awareness, it should be considered by organisations and is therefore included as part of the standard.

Rather than a transition being required, organisations should instead consider and apply the guidance provided in the amendment. Should a company minute their considerations during their Management Review regarding CCC as well as evidence of their considerations and any actions, a discrepancy shall NOT be raised. However, should no minute exist for any considerations, then a discrepancy will be raised.

Where a minute and evidence does exist but is clearly of little relevance to CCC an Opportunity for Improvement (OFI) will be raised.

 

Clause 5 - Leadership

Clause 5 lays out the requirements surrounding the ways in which top management and leadership can demonstrate their commitment in regards to the SMS. This section also touches on policies, role and responsibilities, and communication.

 

Clause 6 – Planning

Clause 6 focuses on the service delivery processes within a Service Management System. It outlines the requirements for planning, implementing, and managing these processes to ensure effective and efficient service delivery.

 

Clause 7 – Support of the service management system

Clause 7 identifies the required resources that are needed to support the implementation, maintenance and improvement processes surrounding a service management system. Resource requirements include competency, awareness, communication and documentation.

 

Clause 8 – Operation of the service management system

In the largest section of the standard, clause 8 explores the requirements that surround the operation of the service management system. From planning and service delivery, to suppliers and fulfilment.

 

Clause 9 – Performance evaluation

Clause 9 focuses on the methods and processes used to evaluate the performance of both the SMS and related services. Such methods include monitoring, internal audits and management reviews.

 

Clause 10 – Improvement

The final section of the standard, clause 10, covers the methods of improving an organisations SMS; including the use of nonconformities, corrective actions, and continual improvement. All of which can be utilised to ensure your SMS is maintained at the highest standard.

 

How long will your ISO 20000-1 certificate be valid for?

Your ISO 20000-1 certificate will be valid for at least three years; dependent on the type of site that is being certified.  

 

Ready to get started? Apply using the quotation link below.