Published initially in 2005 and subsequently updated in 2011 and 2018, ISO/IEC 20000-1 is managementvsystem standard that sets out the minimum requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS).
Benefits of implementing ISO/IEC 20000-1 for service providers
An effective SMS based on the requirements of ISO/IEC 20000-1 has the potential to shape and improve an organization’s way of working and enhance service management practices.
Some of the benefits that an organization would gain by implementing an SMS based on ISO/IEC 20000-1 include:
Improved service performance and increased value provided to its interested parties
Opportunity to seek a formal certification from an accredited conformity assessment body
Reduced costs, efforts, and disruption to services
Improved service lifecycle, including planning, design, transition, and delivery
Aligned SMS components with business objectives
Fulfilled service requirements
Increased confidence of the business and customers
Reduced risks by utilizing a risk management approach
Improved understanding of roles and responsibilities
Improved relationships with suppliers and other relevant interested parties
ISO/IEC 20000-1 certification
ISO/IEC 20000-1 certification (also known as “registration”) is a third-party audit performed by a certification body who, upon verification that an organization is in compliance with the requirements of ISO/IEC 20000-1, will issue an ISO/IEC 20000-1 certificate. This certification is then maintained through regularly scheduled annual surveillance audits by the registrar, with re-certification of the Information Security performed on a tri-annual basis.