ISO 20000 Information Technologies. Service Management. Part 1 Service management system requirement
ISO/IEC 20000 Information technology. Service management reduces operational risk, meets contractual requirements and demonstrates the quality of services provided at an optimized price.
ISO/IEC 20000-1 is a standard for management system for services. It sets out the requirements for the service provider to plan, create, implement, operate, and then monitor, review, maintain and improve this system. Requirements include design, transition, provision and improvement of services in order to fulfill the agreed service levels (Service level agreement).
ISO/IEC 20000 Information Technology. Service Management, is designed to improve the quality of services in the IT sector. The standard is based on the BS 15000 and ITIL standard and is in two parts:
- ISO/IEC 20000-1 Information technology. Service management. Part 1: Service management system requirement – it contains the requirements for management of IT services and refers to those responsible for the implementation and maintenance of the Management System for IT services;
- ISO/IEC 20000-2 Information Technology. Service management. Part 2: Code of good practice – it is a guide to improving services and auditing the IT Services Management System.
ISO/IEC 20000 integrates the process approach that underpins the ISO standards for management systems – ISO 9001 and ISO 14001 – and includes the Plan – Do – Check – Act cycle (PDCA or Deming cycle) and the requirement for continuous improvement.
According to the requirements of ISO/IEC 20000, the organization must continuously improve the provided IT services, such as:
- Collects and analyzes data to measure the services provided by the organization and to manage the processes of service provision;
- Identifies, plans, and implements improvements;
- Consult with all stakeholders;
- Sets goals for improving the quality, cost and use of resources;
- Takes into account input for improvements in all processes in the organization;
- Measures, reports and communicates improvements;
- Review service management policies, processes, procedures and plans;
- Ensures that all approved activities are performed and provided and that they achieve the desired results.
ISO/IEC 20000 can be used by:
- an organization whose customers require assurances that their service requirements will be met;
- an organization that requires a coherent approach from all its service providers, including those in the supply chain;
- a service provider that intends to demonstrate its ability to design, transition, deliver and improve the quality of services that meet the requirements for the provision of services;
- a service provider for monitoring, measuring and reviewing its service management processes and services;
- service provider to improve the design, transition, delivery and quality of services through the effective implementation and operation of the service management system.>
In terms of information security, the ISO/IEC 20000 standard contains a reference to the ISO/IEC 27001 standard. The optimal option for the most effective process management in the IT sector is the implementation of an integrated management system, according to the requirements of the standards ISO/IEC 20000, ISO/IEC 27001 and ISO 9001.
ISO 20000 Information Technologies. Service Management. Part 1 Service management system requirement
Implementation of management standards
CONSEJO Ltd. is a consulting company with over 20 years of practical experience in the development, implementation and maintenance of management systems in accordance with international standards and regulatory requirements. The company provides consulting services in the areas of quality management, environmental management, occupational health and safety, food safety, information security, cybersecurity, risk management and sustainable development. Our expertise covers standards and schemes such as ISO 9001, ISO 14001, ISO 45001, ISO 22000, ISO/IEC 27001, IFS Food, BRCGS and HACCP, as well as consulting services related to NIS2, DORA, GDPR and EcoVadis.
The CONSEJO team has been involved in over 1,500 projects for organizations across various sectors of the economy, including manufacturing, construction, energy, information technology, transport, trade, the food industry and services. Our approach focuses on developing management systems that work effectively in practice, tailored to the specific characteristics and needs of each organization. We work closely with our clients, providing consulting support, staff training and assistance during implementation. We strive to deliver high-quality services within the agreed deadlines and solutions that support successful certification and create long-term value for businesses.
