Unleashing the Power of ISO 20000-1: Answering the Most Pressing FAQs

02/13/2023

Table of Contents

What is ISO 20000-1

ISO 20000-1 is an international standard for IT service management. It defines requirements for an effective service management system (SMS) and is based on the ITIL (Information Technology Infrastructure Library) framework. The standard provides a framework for organizations to deliver managed IT services to their customers, ensuring consistent quality and adherence to best practices in service management. When your company achieved to ISO 20000-1 certification, your company is able to demonstrate your commitment to delivering high-quality IT services and provide assurance to customers that your IT service management processes are aligned with international best practices.

What is ISO 20000-2

ISO 20000-2 is a code of practice for IT service management. It provides guidelines for the implementation and operation of a service management system (SMS) that meets the requirements of ISO 20000-1.
ISO 20000-2 is designed to help organizations implement and operate an SMS that meets the requirements of ISO 20000-1. The standard provides practical advice and guidance on how to plan, implement, operate, monitor, review, and improve an SMS. It covers topics such as service management processes, service delivery, and measurement and reporting of service quality.
By following the guidelines and best practices outlined in ISO 20000-2, organizations can improve the effectiveness and efficiency of their IT service management processes, increase customer satisfaction, and reduce costs associated with IT service delivery. Organizations seeking to achieve certification to ISO 20000-1 can use ISO 20000-2 as a useful reference for their implementation efforts.

How many controls in ISO 20000-1

ISO 20000-1 has 21 controls divided into 5 categories:
Service Portfolio

  • Service Delivery
  • Plan the Services
  • Control of Parties involved in the Lifecycle
  • Service Catalogue Management
  • Asset Management
    Configuration Management

Relationship & Agreement

  • Business Relationship Management
  • Service Level Management
  • Supplier Management

Supply & Demand

  • Budgeting & accounting for Services
  • Demand Management
  • Capacity Management

Service Design, Build & Transition

  • Change Management
  • Service Design and
  • Transition Management
  • Release & Deployment Management

Resolution and Fulfilment

  • Incident Management
  • Service Request Management
  • Problem Management

Service Assurance

  • Service Availability
    Management
  • Service Continuity Management
  • Information Security Management

ISO 20000-1 ITSM

How does ISO 20000-1 relate to ITIL ?

ISO 20000-1 provides a more formal, structured approach to IT service management, and its certification process provides external validation of an organization’s IT service management processes. ITIL, on the other hand, provides a more flexible, guidelines-based approach to IT service management, and does not provide a certification process.
In summary, ISO 20000-1 provides a standardized, auditable set of requirements for IT service management, while ITIL provides best practices and guidance for effective IT service management. Both approaches complement each other and are often used together in organizations seeking to improve their IT service management processes.

How to implement ISO 20000-1 ?

  1. Understanding the requirements: The first step is to understand the requirements of ISO 20000-1, including the 20 controls and their sub-requirements. This can be done by reading the standard, attending training courses, or seeking advice from experts in the field.
  2. Conducting a gap analysis: The next step is to assess the current state of your IT service management processes and identify any gaps between your current practices and the requirements of ISO 20000-1. This will help you prioritize areas for improvement.
  3. Developing a plan: Based on the results of the gap analysis, develop a plan for implementing ISO 20000-1. This should include a timeline, budget, and resource allocation, as well as a clear outline of the processes and procedures that need to be put in place.
  4. Implementing the changes: Once the plan has been developed, implement the changes required to meet the requirements of ISO 20000-1. This may involve updating policies, procedures, and processes, as well as providing training to staff.
  5. Measuring and reporting: Regularly measure and report on the performance of your IT service management processes to ensure that they are meeting the requirements of ISO 20000-1 and continuously improving.
  6. Implementing ISO 20000-1 can be a complex and time-consuming process, but it can also bring significant benefits, such as improved customer satisfaction, reduced costs, and increased efficiency in IT service delivery.
  7. ISO 20000-1 Certification: Once you have implemented the changes and are satisfied that your IT service management processes meet the requirements of ISO 20000-1, you can seek certification from a certification body with UKAS / APMG accreditation
  8. By following the steps outlined above and seeking support from experts, organizations can successfully implement ISO 20000-1 and achieve certification.

Benefit of ISO 20000-1

 

  1. Improved customer satisfaction: ISO 20000-1 requires organizations to have effective IT service management processes in place, which can help to improve customer satisfaction by ensuring that IT services are delivered consistently and efficiently.
  2. Increased efficiency: ISO 20000-1 provides a framework for continuous improvement of IT service management processes, which can help organizations to reduce costs and increase efficiency in their IT service delivery.
  3. Alignment with best practices: ISO 20000-1 is based on best practices in IT service management and aligns with other related standards, such as ITIL. Organizations can use ISO 20000-1 to ensure that their IT service management processes are aligned with international best practices.
  4. Improved business continuity: ISO 20000-1 requires organizations to have contingency plans in place to manage disruptions to IT services, which can help to improve business continuity and reduce the risk of downtime.
  5. Demonstration of commitment: Organizations that achieve certification to ISO 20000-1 can demonstrate to customers, partners, and other stakeholders that they have a commitment to delivering high-quality IT services and that their IT service management processes are aligned with international best practices.
  6. Increased competitiveness: ISO 20000-1 can give organizations a competitive advantage by improving the quality and efficiency of their IT service delivery, which can help to attract new customers and retain existing ones.

How much it cost ?

 
The Certification Fee based on

  • Number of staff
  • Number of working locations
  • Number of Service
  • Scope of Certification / certification coverage

 
The Consulting Service Fee based on

  • Number of staff
  • Number of working locations
  • Number of Service
  • Scope of Certification / certification coverage

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