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IEC/ISO 20000: 2011 Service Management Standard

Home ISO Standards IEC/ISO 20000: 2018 – Service Management Standard
IEC/ISO 20000: 2018 Service Management Standard

Stellar is one among the Top IEC/ISO 20000 Certification Consultant for IT Service Management Standards and is regarded as one of the best by all of our clients.

ISO/IEC 20000-1:2018 is an IT Service Management System (SMS) standard and is based on the ISO 9001 framework (whether in-house, outsourced or external). It specifies requirements for the service provider 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 helps organisations benchmark how they deliver managed services, measure service levels and assess their performance.

Key Benefits of ISO 20000 certification and lead auditor training

ISO/IEC 20000 can assist companies in benchmarking its IT service management, improving its services, demonstrating an ability to meet customer requirements and create a framework for an independent assessment.

ISO/IEC 20000-1:2018 can be used by:
  • an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled
  • an organization that requires a consistent approach by all its service providers, including those in a supply chain
  • a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfill service requirements
  • a service provider to monitor, measure and review its service management processes and services
  • a service provider to improve the design, transition, delivery and improvement of services, through the effective implementation and operation of the SMS
  • an assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000-1:2011

ISO/IEC 20000 Parts 1, 2 and 3

ISO/IEC 20000, has two main parts which enables IT service providers to identify how to enhance the quality of service they deliver to their customers, both internal and external.

Part 1 – Specification (ISO/IEC 20000-1:2018) provides requirements for IT service management and is relevant to those responsible for initiating, implementing or maintaining IT service management in their organization.

Part 2 – ISO/IEC 20000-2:2019 provides guidance on the application of a service management system (SMS) based on ISO/IEC 20000-1 and provides guidance to auditors and assistance to service providers for planning service improvements or to be audited against ISO/IEC 20000-1:2011.

The two mains parts of ISO/IEC 20000 are not clear on scoping. They say, simply, that ‘the requirements for a service provider to deliver managed services of an acceptable quality for its customers.’ This is where ISO/IEC 20000-3:2009 comes in.  ISO/IEC 20000-3 provides vital information on writing a scope for a service management system (SMS) as well as providing information on implementing an ISO/IEC 20000-1 SMS.

Looking for a ISO/IEC 20000-1:2018 consulting consultant?

Stellar’s ISO/IEC 20000-1:2018 consulting consultants are designed to optimize benefits, provide cost effective and customer-focused solutions. Contact us now to discuss your needs.

Preview ISO/IEC 20000-1:2011

You can preview the freely available sections of ISO/IEC 20000-1:2018 on ISO’s Online Browsing Platform .
To purchase this standard please visit the ISO Store .