About ISO/IEC 20000-1:2018
ISO/IEC 20000-1:2018 specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). It covers the planning, design, transition, delivery and improvement of services to meet service requirements and deliver value.
Innovative Quality Consultancy helps IT service providers and internal IT departments define their services, agree service levels and operate the processes that keep services reliable, measurable and improving.
Core elements of the service management system
- Service management policy, objectives, scope and the service management plan.
- Service portfolio: service catalogue, planning of new or changed services, and management of suppliers and other parties.
- Relationship and agreement: business relationship management, service level management and supplier management.
- Supply and demand: budgeting and accounting for services, demand and capacity management.
- Service design, build and transition, including change management and release and deployment management.
- Resolution and fulfilment: incident management, service request management and problem management.
- Service assurance: service availability, service continuity and information security management.
- Performance evaluation, internal audit, management review and continual improvement.
Suitable organizations
- Managed service providers, data centre and cloud operators, IT support companies and software product support teams.
- Internal IT departments delivering services to business units under service level agreements.
- IT companies responding to tenders that require a certified service management system.
Business benefits
- Defined services and service levels that customers understand and can rely on.
- Controlled handling of incidents, problems, changes and releases with fewer service disruptions.
- Measurable service performance for reporting to customers and management.
- Better alignment of IT services with business needs and costs.
- Compatibility with ITIL-based practices and with ISO/IEC 27001 and ISO 9001.
How Innovative Quality Consultancy supports you
Innovative Quality Consultancy supports your organization through every stage of implementation:
- Gap analysis of current IT service practices against ISO/IEC 20000-1:2018.
- Service catalogue, SLA and process design for the full service lifecycle.
- SMS documentation, process procedures, records and reporting templates.
- Awareness training for service staff and internal auditor training.
- Internal audits, management review support and corrective action.
- Certification readiness review and audit support.
Certification to ISO/IEC 20000-1:2018 is assessed and issued by an independent certification body.
Discuss ISO/IEC 20000-1:2018 for your organization
Tell us about your products, processes and timeline and we will outline a practical implementation plan.
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