An Overview of ISO 20000
ISO 20000 is an International Standard for ITSM (Information Technology Service Management), published by ISO (International Organisation for Standardisation) and International Electoral Commission (ICE) and revised in 2011 & 2018. It was primarily based on the earlier BS 15000 that BSI Group developed. ISO/IEC 20000, like its BS 150000 predecessor, was originally introduced to reflect best practice guidance contained within the ITIL Framework, although it equally supports other IT Service Management Frameworks & approaches, including Microsoft Operations Framework & components of ISACA's COBIT framework. To become an International Standard, ISO 20000 had to be agreed upon by a majority of member nations, which means it is accepted by a majority of countries globally.
ISO 20000 Certification Standard aids the IT Departments ensure their ITSM Framework processes are aligned with global best practices & business requirements. This Certification helps the organisations benchmark how they measure service levels, deliver accurate services & assess their performance on a globally recognised scale.
Importance of ISO 20000 Certification
Sections of ISO 20000
This Certification has various sections. The management needs to be familiar with the various sections so that their organisations get ISO 20000 Certification. The sections are as follows:
Design & Generation of the New and Altered Services
Following are the subsections of this section:
Resolution Management
General Requirements of the Service Management System (SMS)
Control Processes
Service Delivery Processes
Relationship Processes
Benefits of ISO 20000 Certification
Following are some benefits of ISO 20000 Certification:
Mandatory Records & Necessary Papers Required by ISO 20000:2018
Following are some essential necessary papers you need to arrange if you want to be compliant with ISO 20000:
Following are some mandatory records:
Procedure to get ISO 20000 Certification
Management of any organisation needs to follow specific steps to obtain ISO 20000 certification. Following are the steps:
Creating Awareness: All the benefits of an ISO 20000 Certification need to be communicated to the employees. There should be a clear understanding of the approach toward achieving this Certification. For that, everyone needs to be given a basic understanding of service management's best practices.
Determining the Scope of Certification: In this step, it is vital to decide which type of Certification of service management's best practices.
Conducting an Initial Assessment: The gaps between a standard's requirements & the current situation need to be identified. Self-assessment is the best way to know the gaps. A complete set of ISO 20000 compliant processes may be used as the assessment benchmark. A list of requirements needs to be prepared, where the conforming & non-conforming should be addressed. In the instance of the non-conforming areas, the list comprises correct details of what the issue is & how it can be addressed.
Preparing for the Audit: This is the right step to bridge the gaps that had been identified at the time of the initial assessment.
Conducting the Audit: It's the responsibility of an external auditor from the Registered Certification Body to conduct the audits.
Retaining the ISO 20000 Certification Audit: After an organisation gets certified, it is vital to renew the certificate every three years.
ISO 20000 Implementation
The Service Management System (SMS) that conforms to the ISO 20000 follows the Plan-Do-Check cycle:
Plan
Do
Check
How can Corpbiz Help You in Complying with ISO 20000?
Corpbiz offers tools that can help in the implementation & operation of service management processes as mandated by ISO20000:2018. These tools efficiently fulfil the requirements for compliance by integrating the mandated processes in the organisation’s operations & generating records as evidence of compliance.
Frequently Asked Questions
It provides a measurable quality standard for the SMS (Service Management System). It also specifies & described the necessary minimum requirements for processes that an organisation must establish in order to provide & manage services of defined quality.
The objective of this Certification is to align IT services with the current & future needs of the business & its customers. To improve the quality of the IT services delivered.
Requirements of ISO 20000 standard:
- Management commitment
- Awareness
- Targets
- Process management, and so on.
This Certification is suitable for all companies seeking to improve their services processes. In other terms, companies from quality-critical industries & organisations that require proof of their quality-assured service processes can benefit most from this Certification.
ISO 9001 is focused on Quality Management and ISO 20000 is focused on Service Management. ISO-9001 is generic and aimed at any organisation providing products/services. Whereas, ISO-20000 is specifically targeted at the services part of a providers system and the more specific focus points to address service management.
No, basically every company can be certified as per ISO 20000.
ISO 20000 is a standard & code of practice; ITIL is a best practice framework. ISO 20000 awards organisations with Certification and ITIL doesn't.