ISO/IEC 20000 is the first international standard for IT Service Management. It was originally developed by the BSI Group based on the earlier standard BS 15000. The current standard, as it stands today, was developed by ISO/IEC JTC1/SC7 in 2005 and then revised in 2011 and 2018. ISO/IEC 20000 was originally developed encapsulating the best practice guidance in ITIL framework. However, it now, encapsulates elements of best practices from other IT Service Management frameworks such as Microsoft Operations Framework and also elements of ISACA’s COBIT framework.
ISO/IEC 20000 is the first international standard for IT Service Management. It was originally developed by the BSI Group based on the earlier standard BS 15000. The current standard, as it stands today, was developed by ISO/IEC JTC1/SC7 in 2005 and then revised in 2011 and 2018. ISO/IEC 20000 was originally developed encapsulating the best practice guidance in ITIL framework. However, it now, encapsulates elements of best practices from other IT Service Management frameworks such as Microsoft Operations Framework and also elements of ISACA’s COBIT framework.
ISO/IEC 20000-1: Services Management
Part 1 of the standard specifies requirements for establishing, implementing, maintaining and continually improving a Service Management System (SMS). A SMS supports the management of Services lifecycle i.e. Service Planning, Design, Transition, Delivery, Improvement and finally Retiring of Services. The objective of a SMS is to meet the requirements of the Customer, User and the Service Delivery organization.
ISO/IEC 20000-1:2018 comprises of ten sections as follows:
Scope
Normative references
Terms and definitions
Context of the organization
Leadership
Planning
Support of the Service Management System
Operation of the Service Management System
Performance Evaluation
Improvement
How to get certified to ISO/IEC 20000-1:2018
The steps to ISO/IEC 20000-1 certification:
Gap Analysis: ISO/IEC 20000-1 Our Subject Matter Expert (SME) takes a closer look at your existing IT Service Management System and compares it with the requirements of the standard. This exercise bares open the gaps that exists within your system that need further process change and needs further work. This is an information consultative process (optional) prior to the formal assessment process.
Formal Assessment: The Formal Assessment is a two-stage process. First a PMG Senior Auditor will review your organizations readiness for the assessment by checking existing IT Services Management System (ITSM) processes and controls against the requirements of the ISO/IEC 20000-1:2018 Standard. PMG Auditor will then share his/her observations with your organization. Based on PMG Auditor’s observation, the client closes any gaps (between what is recommended per the standard and what currently exists within their system) that may exist within their systems. Once all gaps have been taken care of and implementation is complete, PMG Auditors will make a final assessment to ensure all controls are working as is required for certification by the standard.
Certification and beyond:Once you satisfy all requirements of the ISO/IEC 20000-1:2018 Standard as has been evidenced by the Audit, you will receive your PECB ISO/IEC 20000-1 certificate which is valid for three years. Your PMG Audit Manager (or Client Manager) will visit you regularly to ensure that your ITSM not only runs compliantly to the requirements of the standard but also improves continuously as is required by the standard