ISO/IEC 20000-1:2011 is a service management system (SMS) standard. 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 fulfil agreed service requirements.

ISO/IEC 20000-1:2011 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 fulfil 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.

Benefits of ISo 20000:

ISO 20000 can help your organisation benchmark its ITSM, improve its services, demonstrate an ability to meet customer requirements and create a framework for independent assessment.

Some of the most common benefits of ISO 20000 certification for service providers are that it:

  • offers competitive differentiation by demonstrating reliability and high quality of service;
  • gives access to key markets, as many organisations in the public sector mandate that their IT service providers demonstrate compliance with ISO 20000;
  • provides assurance to clients that their service requirements will be fulfilled;
  • enforces a measurable level of effectiveness and a culture of continual improvement by enabling service providers to monitor, measure and review their service management processes and services;
  • drives down the costs of conformance to a multitude of regulations, including the PCI DSS and Sarbanes-Oxley;
  • helps leverage ITIL practices to optimise resources and processes.

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