ISO 20000 IT Service Management
Build competitive advantage and improve brand reputation by achieving the international benchmark for service management and enhancing customer experience.
Meet Contractual Requirements
Keep Customers Front of Mind
Drive Business Performance
Easily Integrate with Existing Management Systems
What Is It?
Aligned with the Annex-SL structure used in modern core management Standards, ISO 20000 takes a risk-based approach to the management of services.
Following the release of ISO 20000-1:2018, organisations will have three years to transition to the new edition.
Key transition dates include:
- 30 Sep 2018: Organisations can choose to certify to the 2018 edition of the standard from this date. The 2011 edition is still valid.
- 31 Mar 2020: Organisations looking to adopt ISO 20000 or are due for re-certification must certify to the ISO 20000-1:2018.
- 29 Sep 2021: All existing organisations must be transitioned to the 2018 edition of the Standard.
To implement an effective service management system, organisations must understand the services they deliver, in accordance to the internal and external requirements of their stakeholders.
Top management are required to demonstrate their commitment to the success of the service management system through the development of appropriate policies and structures that aligns with the strategic direction of the organisation.
In addition to planning the scope of the service management system including the list of services offered and the requirements to operate, organisations must identify and address the risks and opportunities that could impact performance.
Consistently deliver services to an expected outcome by taking control of the service lifecycle including supply and demand, service design, fulfillment and service assurance.
To ensure effective processes are in place to protect information assets, organisations must employ key performance indicators influenced by the needs and objectives of the management system.
Continual improvement is essential for organisations to remain competitive. Focus your organisation on the drivers for success by exceeding customer expectations and building a culture focused on improvement.