ISO/IEC 20000-1:2018 Standards & Requirements
ISO/IEC 20000-1 is the international standard for IT Service Management (ITSM), providing a set of requirements to establish, implement, maintain, and continually improve a service management system (SMS). It is applicable to any organization delivering managed IT services, whether internally or to external customers. Certification to ISO 20000-1:2018 demonstrates that your organization follows best practice in service delivery, aligned with business and customer needs.
As an ISO 20000-1:2018 certified organization, you are expected to:
- Establish and maintain a robust IT Service Management System (ITSMS) aligned with your organization’s context, service offerings, and stakeholder requirements.
- Define and maintain a service portfolio and service catalogue, ensuring that services are clearly described, agreed upon, and accessible to relevant stakeholders.
- Implement configuration management to maintain information about configuration information (CIs) and their relationships, ensuring data integrity and effective impact assessment for changes and incidents.
- Understand and address the needs and expectations of customers, users, and other interested parties, including relevant statutory and regulatory requirements related to IT services.
- Plan and control the operation of service management processes, ensuring alignment with defined policies, objectives, and service-level agreements (SLAs).
- Ensure appropriate resource allocation, including people, infrastructure, and supporting technology, to operate, monitor, and improve the ITSMS and its processes.
- Identify and manage risks and opportunities that can affect service delivery and ITSMS performance.
- Implement structured incident and problem management, ensuring timely restoration of service and proactive resolution of root causes to minimize disruption.
- Analyze nonconformities, determine their root causes, and implement corrective actions to prevent recurrence.
- Monitor and measure the performance of the ITSMS using relevant metrics, audits, and management reviews, with a focus on continual service improvement.
- Handle customer complaints and feedback effectively, integrating them into your improvement processes.
- Maintain documented change, release, and deployment management practices to ensure service changes are planned, tested, and implemented with minimal risk.
Certification to ISO/IEC 20000-1:2018 not only demonstrates compliance with international ITSM best practices but also reinforces your organization’s commitment to delivering reliable, consistent, and high-quality IT services.
