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What is ISO 20000-1:2018?
ISO 20000 is the international standard that describes best practice for IT service management (ITSM). It helps organisations evaluate how effectively they deliver managed services, measure service levels and assess their performance. It is strongly linked to ITIL®, the most common approach for IT service management.
Organisations primarily adopt ISO 20000 to identify whether their services are working and how they can be improved. Certification also demonstrates to current and potential clients that the organisation is committed to a high quality of service; reduces the costs of conformance to many laws, such as the Payment Card Industry Data Security Standard; and gives organisations wider access to the public sector, as many government authorities require IT service providers to demonstrate compliance with the Standard.
The second part: ISO 20000-2:2012 is the code of practice for IT service management; it is the guidance of the application of service management systems. In other words, it helps you interpret the requirements of the standard. It defines the best practice management processes, and is very useful if you’re preparing to be audited against ISO 20000 or planning service improvements.
ISO 20000-1:2018 Benefits
- IT service providers become more responsive to services which are business led rather than technology driven.
- Reduction in incidents and improved incident management.
- Gives you the ability to select and manage external service providers more effectively.
- More opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service.
- Enhanced customer satisfaction that improves client retention.
- The certification process can reduce the amount of supplier audits, thereby reducing costs.
- ISO 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best practice guidance for ITSM processes
ISO 20000-1:2018 Structure
While consisting of eight parts, there are two that are most used for ISO 20000:
ISO 20000-1:2011 is the formal specification for IT Service Management. It clearly defines all the requirements you need to deliver managed IT services of an acceptable quality for your customers. It includes:
- Service Management System requirements
- Design and transition of new or changed services
- Service delivery processes
- Relationship processes
- Resolution processes
- Control processes
The second part: ISO 20000-2:2012 is the code of practice for IT service management; it is the guidance of the application of service management systems. In other words, it helps you interpret the requirements of the standard. It defines the best practice management processes, and is very useful if you’re preparing to be audited against ISO 20000 or planning service improvements.