ISO 20000 IT Service Management
Build competitive advantage and improve brand reputation by achieving the international benchmark for service management and enhancing customer experience.
Today’s environment is filled with intense scrutiny but being competitive means never standing still.
SAI Global helps you see a way forward so you can advance confidently.
Meet Contractual Requirements
Demonstrate your commitment to meeting customer expectations and supporting their requirements.
Keep Customers Front of Mind
Deliver an enhanced customer experience with integrity by understanding their needs, delivered through a robust framework. Provide evidence to your customers, suppliers and partners of your commitment to best-practice IT system management.
Drive Business Performance
Align your service management objectives with the strategic direction of your organization. ISO 20000 enables your business to establish a framework for measurable success through a continual improvement culture throughout your organization.
Easily Integrate with Existing Management Systems
The updated structure change allows easy adoption and integration to your existing ISO-compliant management systems. This integrated approach allows for greater efficiency in maintaining and auditing your system.
What Is It?
Aligned with the Annex-SL structure used in modern core management Standards, ISO 20000 takes a risk-based approach to the management of services.
Following the release of ISO 20000-1:2018, organizations will have three years to transition to the new edition.
Key transition dates include:
- 30 Sep 2018: Organizations can choose to certify to the 2018 edition of the standard from this date. The 2011 edition is still valid.
- 31 Mar 2020: Organizations looking to adopt ISO 20000 or are due for re-certification must certify to the ISO 20000-1:2018.
- 29 Sep 2021: All existing organizations must be transitioned to the 2018 edition of the Standard.
To implement an effective service management system, organizations must understand the services they deliver, in accordance to the internal and external requirements of their stakeholders.
Top management are required to demonstrate their commitment to the success of the service management system through the development of appropriate policies and structures that aligns with the strategic direction of the organization.
In addition to planning the scope of the service management system including the list of services offered and the requirements to operate, organizations must identify and address the risks and opportunities that could impact performance.
Consistently deliver services to an expected outcome by taking control of the service lifecycle including supply and demand, service design, fulfillment and service assurance.
To ensure effective processes are in place to protect information assets, organizations must employ key performance indicators influenced by the needs and objectives of the management system.
Continual improvement is essential for organizations to remain competitive. Focus your organization on the drivers for success by exceeding customer expectations and building a culture focused on improvement.