ISO/IEC 20000 - IT Service Management System

Published initially in 2005 and subsequently updated in 2011 and 2018, ISO/IEC 20000-1 is a Type A management system standard that sets out the minimum requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS)

The requirements of ISO/IEC 20000-1 are generic and applicable to organizations of all sizes, sectors, and complexities. According to ISO Survey 2020, there are more than 7,500 certificates issued to organizations worldwide. Contrary to the common misperception that this standard is only applicable to IT infrastructure, ISO/IEC 20000-1 can be used for various other services, including, finance, cloud, business process outsourcing, etc.

As most of the ISO management system standards, ISO/IEC 20000-1 is created based on the High-Level Structure (HLS) and shares the common terms and core definitions. This alignment in structure enables an easier integration with other management systems based on standards such as ISO 9001, ISO/IEC 27001, and ISO 22301.

ISO/IEC 20000 - Benefits

• Comprehensive this approach will ensure that you have all that is necessary to meet the needs of your IT system users and your business to help ensure your IT services are efficient and effective
• Demonstrate best practice the standard is based on the work done by the Office of Government Commerce (OGC) and the internationally accepted IT Infrastructure Library (ITIL) to give the user confidence that real benefits will be brought to the way your IT Services are managed.
• Management system based the basis of the standard is the Plan Do Check Act cycle common with other management system standards enabling you to operate an integrated system thereby reducing duplication and costs
• Confidential a key requirement for some organisations where data is sensitive

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