ISO/IEC 20000-1 is the international standard for establishing, implementing, maintaining, and continually improving an IT Service Management System (SMS). It ensures that IT services are delivered with quality, consistency, transparency, and continual improvement. The scope encompasses the entire service lifecycle, including planning, design, delivery, and improvement, in accordance with agreements made with customers and/or internal service users (SLA/OLA).
Benefits to the Organization
- Enhancement of service quality and consistency in alignment with SLA commitments.
- Effective management of risks and assurance of service continuity, covering incident, problem, change, continuity, capacity, and availability management.
- Increased transparency and measurability through defined performance indicators and documented evidence as required by the standard.
- Alignment and integration with other management system standards such as ISO 27001, ISO 9001, and systematic adoption of ITIL best practices.
Main Requirement Structure (Aligned with ISO High-Level Structure)
ISO/IEC 20000-1:2018 follows the High-Level Structure (HLS), comprising ten main clauses: organizational context, leadership, planning, support, operation, performance evaluation, and improvement. The standard incorporates the Plan-Do-Check-Act (PDCA) cycle as a framework to ensure the continual improvement of the SMS.
Key Processes within the SMS
- Service portfolio and catalog management, including SLA management.
- Incident and service request management.
- Problem management.
- Change management and release/deployment management.
- Configuration management (CMDB).
- Availability, capacity, and continuity management.
- Supplier management, including control of outsourced services.