ISO 20000 is an international standard for ITSM (IT Service Management). It helps organizations to establish, implement, and improve their SM (service Management) systems.
ISO/IEC 20000 helps organizations to align their IT services with business goals, helps to improve service delivery, and ensures consumer satisfaction through effective and consistent IT service management practices. It focuses on best practices for managing Information technology services.
ISO Certification in 24 Hours – Fast and Easy! Contact Us Today!
ISO/IEC 20000-1:2018 is a globally recognized certificate that validates an organization’s commitment to providing high-quality Information technology services. 20000 ISO is a standard for IT Service Management. It shows that the firm has executed an effective service management system. Obtaining this certificate shows that the firm has followed best practices in managing Information technology, ensuring that they meet customer needs and continuously improve.
Why is ISO 20000 Important?
ISO/IEC 20000-1:2018 is important because it ensures that the firms deliver high-quality, reliable IT services that meet customers’ expectations. It helps to enhance the service management efficiency and reduces risks for the organizations.
Benefits of ISO 20000
Improves service quality
Operational efficiency
Improved customer satisfaction
Competitive advantage
Compliance
Continual improvement
Streamlined processes
Better risk management
Global recognition
Better supplier relationships
ISO 20000 Requirements
Service Management System
Service lifecycle management
Customer focus
Continuous improvement
Risk management
Documentation and record management
Alignment with business objectives
Integration with other management systems
Internal audits
Leadership
Relationship between ITIL and ISO 20000
ITIL(Information Technology Infrastructure Library) is a framework that manages IT services, focusing on operations and activities to improve service delivery. ISO 20000 is an international standard that provides requirements for SMS. ITIL provides the guidelines to implement the operations or processes required by ISO 20000, and ISO 20000 shows that the organization has adopted the best practices of ITIL.
Who can take the ISO 20000 Certificate?
IT service providers
Private and public sector organizations
Global enterprises and SMEs
Customers
Individuals
Telecommunication companies
Healthcare industry
Finance companies
Process for applying ISO 20000 Certificate
Understand the requirements- Understand the requirements defined in the ISO 20000.
Choose a certification body- Choose a certification body to apply for ISO 20000 certification.
Define the scope of SMS- Define the scope of SMS, which includes determining the areas, IT services, and departments that are covered by ISO 20000.
Gap analysis- Compare your current process with ISO 20000 and identify the areas that need improvement.
Plan and implement changes- Prepare an action plan to address deficiencies and implement changes to meet ISO 20000 standards.
Develop documents- Maintain documents like policy, procedure, work instructions, and many more that are needed during the process.
Train employees and build competence- Ensure that the employees are trained in their roles related to SMS.
Monitor and evaluate performance- Execute a system for monitoring and measuring the performance of SMS.
Apply – Apply for the ISO 20000 certification with the required documents.
Internal audit- An Internal audit will be conducted to verify the requirements according to ISO 20000 in the organization and to make necessary changes.
External audit- An External audit will be conducted to verify the requirements again and to decide on whether to issue an ISO 20000 certificate or not.
Certification issues- If audits are successful, certification issues.
Continual improvement- After obtaining the ISO 20000 certificate, the organization needs to continuously improve its SMS with regular monitoring.
Documents Required for ISO 20000 Certificate
Required documents
Clasuses
Documents
4.3
Scope of SMS
5.2 & 6.2
Policy & objective of service management
6.1.2
Risk assessment & management for the SMS
6.3
Service management plan
7.5.4 d & 8.5.1.1
Change management policy
7.5.4 d &8.7.3.1
Information security policy
7.5.4 d & 8.7.2
Service continuity plan
7.5.4 e
Process of the organization’s SMS
7.5.4 f, 8.2.2 & 8.3.3
Requirements of service
7.5.4 g & 8.2.4
Service catlog(s)
7.5.4 h & 8.3.3
Service level agreement
7.5.4 I & 8.3.4.1
Contracts with external suppliers
7.5.4 j & 8.3.4.2
Agreement with internal suppliers or customers acting as suppliers
8.2.3.1 a
Services that are provided or operated by third parties
8.2.3.1 b
Service components that are provided or operated by third parties
8.2.3.1 c
Processes or parts of processes in the firm’s SMS that are operated by other parties
8.3.2
Users, customers, and other interested parties of the services provided
8.5.3
Release acceptance criteria
8.7.1 & 8.7.2 & 8.7.3.2
Service continuity, service availability & information security risk
8.6.1
Managing and classifying a major incident procedure
8.7.2 b
Process for continuing operations in the event of a major loss of service
8.7.2 e
Process for restoring normal working conditions after service disruptions
8.4.3
Requirement of capacity
8.5.2.2
Design of new and changed services
8.7.1
Requirements and targets of service availability
7.2
ISO training, skills, experience, & qualification records
8.7.1
Service availability monitoring results
8.2.6
Configuration information
8.3.2
Service complaints record
8.3.4.1
Record of dispute between the firm & external suppliers
8.5.1.2
Change results
8.6.1
Incidents
8.6.2
Request of service
8.6.3
Known errors and problems
8.7.2
Service continuity plan test results
8.7.3.3
Incidents of information security
9.1
Results of monitoring and measuring
9.2
Internal audit program
9.2
Internal audit results
9.3
Management review results
10.1
Corrective action results
10.2
Opportunities for improvement
Others documents
Clauses
Documents
4.1 & 4.2
Determining the context of the organization and & interested parties process
6.1
Process for addressing risks & opportunities
7.1.2
Process for competence, training, & awareness
7.5
Process for document and record control
10.1
Process for management of nonconformities & corrective actions
ISO 20000 is important for businesses because it ensures the delivery of high-quality services that meet customers’ satisfaction. It also helps to improve the operational efficiency of the business.
Parts of ISO 20000
Parts of ISO 20000 are:-
ISO 20000-1:2018
Service Management System requirements
ISO 20000-2:2019
Guidance on the application of Service management systems
ISO 20000-3:2019
Guidance on Scope definition and applicability of ISO 20000-1
ISO 20000-4:2010
Process reference model
ISO 20000-5:2022
Implementation Guidance of ISO 20000-1
ISO 20000-6:2017
Requirements for bodies providing audit and certification of Service management systems.
ISO 20000-9:2015
Guidance on the application of ISO 20000-1 to cloud services
ISO 20000-10:2018
Concepts and Vocabulary
ISO 20000-11:2021
Guidance on the relationship between ISO 20000-1 and service management frameworks: ITIL
ISO 20000-12:2016
Guidance on the relationship between ISO 20000-1 and service management frameworks: CMMI-SVC
ISO 20000-14:2023
Guidance on the application of Service Integration and Management to ISO 20000-1
ISO 20000-15:2024
Guidance on the application of Agile & DevOps principles in a Service management system
ISO 20000-16:2025
Guidance on sustainability within a Service management system based on ISO 20000-1
ISO 20000-17:2024
Scenarios for the practical application of Service management systems based on ISO 20000-1:2018
Cost
The cost of ISO 20000 certification depends on:-
Size and complexity of the organization
Scope of Information technology services
Existing Management Systems
Training and Awareness
Certification body fees
IT service management tools
Standard fee
Internal audit
Validity
3 years
Processing time
If you take ISO 20000 from A Star Legal Associates, you will get the ISO 20000 certificate within 24 hours.
ISO 20000 Certification Consultants
Are you also looking for ISO 20000 service management in India? So, A Star Legal associates provide ISO 20000 in India. If you also want to enhance the Service Management System in your companies or organizations, then opt for ISO 20000 certification today.
For more details, you can contact us at the A Star Legal Associates website or on the given number.
ISO 20000 is a key standard for IT Service Management, promoting efficient service delivery, customer satisfaction, and alignment of IT with business goals. Obtaining certification demonstrate a commitment to high-quality servicesand continuous improvement, providing organization with a competitive edge and enhanced operational performance.
FAQ
What is the latest version of ISO 20000?
The latest version of ISO 20000 is ISO 20000:2018.
What does ITIL stand for
ITIL stands for Information Technology Infrastructure Library.
What does ITSM stand for
ITSM stands for IT Service Management.
What is the correct version of ITIL in use
ITIL-4 is the most used version.
Who provides the ISO 20000 certificate?
A Star Legal Associates provides an ISO 20000 certificate in India.
