ISO/IEC 20000-1:2018
Information Technology - Service Management Certification

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ISO/IEC 20000-1 specifies needs for the service giver to plan, establish, implement, operate, monitor, review, maintain and develop the service management system.

ISO/IEC 20000-1:2018 is a service management system (SMS) standard. It specifies needs for the service supplier to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements.

ISO/IEC 20000-1:2018 can be used by:

  • An organization that needs a consistent approach by all its service givers, including those in a supply chain;
  • An organization in search of services from service providers and requiring declaration that their service necessities will be fulfilled;
  • A service provider to develop the design, transition, delivery and enhancement of services through the efficient achievement and operation of the SMS;
  • A service provider that intends to demonstrate its ability for the design, transition, delivery and development of services that fulfill service needs;
  • An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the needs in ISO/IEC 20000-1:2018;
  • A service provider to monitor measure and review its service management procedures and services.

Benefits of ISO/IEC 20000-1:2018

  • Increased organizational alertness of IT services and potential will permit the organization to better utilize them,
  • Enhanced metrics and management reporting facilitating knowledgeable choice making and enhanced IT governance.
  • Cost-justified IT infrastructure and organizational services,
  • Enhanced ability to identify changing trends and to adapt quickly to new needs and market development (competitive edge),
  • Improved understanding of the organization’s IT requirements will facilitate innovative approaches to meeting those needs,

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