ISO 20000 Certification
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Overview of ISO 20000
ISO 20000 is a globally recognized standard for IT Service Management (ITSM), jointly developed by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC). Originally based on BS 15000, developed by BSI Group, ISO/IEC 20000 was revised in 2011 and again in 2018 to align with current industry needs. While it draws heavily from ITIL, ISO 20000 is compatible with other frameworks such as the Microsoft Operations Framework and ISACA's COBIT. To become an international standard, ISO 20000 had to receive approval from a majority of ISO member countries. ISO 20000 Certification ensures that IT departments align their service management processes with global best practices and business objectives. It offers a global benchmark for evaluating service delivery, performance, and process effectiveness.
Significance of ISO 20000 Certification
• Assists organizations in enhancing IT performance and increasing revenue. • Helps in conducting gap analysis and implementing targeted improvements. • Facilitates continuous policy development and strategic goal setting. • Clarifies the applicability and scope of service management. • Guides the use of technologies and tools to implement and maintain SMS (Service Management System). • Encourages development and application of a structured service management plan with defined goals and policies.
Key Sections of ISO 20000
To achieve ISO 20000 certification, organizations must address several key areas:
• Design & Development of New or Altered Services: Involves designing new or modified IT services and planning their transition into operation. • Resolution Management: Covers incident and service request handling, as well as problem management to restore normal service quickly. • Service Management System (SMS) Requirements: Focuses on establishing, reviewing, and documenting the SMS, resource planning, and managing third-party processes. • Control Processes: Encompasses configuration, change, and deployment management to ensure stable IT environments. • Service Delivery: Includes IT budgeting and accounting, ensuring service availability and continuity, and reporting on security and performance. • Relationship Processes: Involves managing supplier and business relationships to support effective service delivery.
Benefits of ISO 20000 Certification
• Cost Control: Improved budgeting accuracy and reduced IT expenditure. • Competitive Edge: Faster issue resolution and enhanced IT strategy development. • Customer Satisfaction: Better internal and external service delivery. • Process Integration: Aligns IT services with business goals. • Continuous Improvement: Encourages innovation and customer-driven process updates.
1. Essential ISO 20000:2018 Documents & Records
To comply with ISO 20000:2018, organizations must prepare and maintain the following key documents and records:
● SMS Scope & Management Plan: Defines the boundaries and management approach for the Service Management System (SMS).
● Service Continuity and Availability Requirements: Documentation of plans and requirements to ensure uninterrupted and available IT services.
● Risk Assessments: Records of identified risks, evaluations, and mitigation strategies related to IT service delivery.
● Change & Incident Procedures: Documented processes for managing changes and responding to incidents.
● Service-Level Agreements (SLAs): Agreements outlining service expectations, metrics, and responsibilities.
● Information Security and Service Catalogues: Documentation of security controls and a catalogue of available IT services.
2. Mandatory Records:
● Change Requests and Configurations: Logs of all change requests and configuration items.
● Service Complaints and Incidents: Records of reported service issues and their resolution.
● Training Records: Documentation of staff training and competency.
● Internal Audit Results and Corrective Actions: Evidence of audit findings and actions taken to address nonconformities.
● Service Monitoring Outcomes: Reports and data on service performance and monitoring activities.
Maintaining these documents and records is essential for demonstrating compliance and achieving ISO 20000 certification.
Steps to Achieve ISO 20000 Certification
A structured approach to implementing and maintaining ISO 20000 certification for IT service management.
Awareness Creation
Educate staff on the benefits and practices of service management.
Defining Certification Scope
Choose the applicable services or departments to be included in the certification.
Initial Assessment
Identify gaps between current practices and ISO 20000 standards.
Audit Preparation
Address identified gaps using checklists and documented processes.
External Audit
Undergo an audit conducted by a registered certification body.
Certification Maintenance
Renew ISO 20000 certification every 3 years to ensure ongoing compliance.