ISO 20000 Consultant for IT Service Management System

ISO/IEC 20000, the international standard for service management, is the first formal worldwide standard, specifically aimed at Information Technology Service Management industries. ISO/IEC 20000 is likely to become a basic business requirement, in the same way as ISO 9001.

A principal constraint of ISO 20000-1:2018 when implementing or assessing the conformance of an IT Service Management System (ITSMS) is the number of mandated processes; these are often worded such that they require auditor interpretation and agreement with the auditee.

The standard for IT service management system is designed by ISO for proving that an organization has implemented best practices and is using them consistently across the organization.

ISO 20000, which has two main parts both with the general title Information technology - Service management, enables IT service providers to identify how to enhance the quality of service they deliver to their customers, both internally and externally. Part 1 of the ISO/IEC 20000 standard lays out a specification for a service management system (SMS),while Part 2 provides guidance on SMS implementation.

ISO/IEC 20000 helps organizations benchmark how they deliver managed services, measure service levels and assess their performance.

ISO 20000-1:2018 Certification

The ISO 20000 Certification services are provided by, which is a leading ISO 20000 consultant in India. After an organization is successfully audited for implementation of ISO 20000 system, certifying body, which is accredited to provide certificate under the ISO 20000:2018, issues ISO 20000 certificate to the organization. After successful completion of pre-assessment and registration (final) assessment, this certificate is issued for 3 years. Surveillance audits are conducted by the certifying body within the period of 3 years at the interval of 6 months, 9 months or 12 months depending upon the nature and size of the organization. The ISO 20000 certification is preferred by an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled. An organization who achieves the ISO 20000:2018 certifications can provide consistent approach to all its service providers to monitor measures and review its service management processes and services.

Steps for ISO 20000 Certification Consultancy

To implement Information Technology Service Management System in organizations under ISO 20000-1:2018 certification, provides ISO 20000 certification consultancy in following steps:

  1. Micro-level survey of the existing system.
  2. Prepare the documentation.
  3. Conduct awareness program (top + middle + bottom level).
  4. Form a steering committee and task-force for documentation.
  5. Define policy and establish objectives.
  6. Prepare documents of IT service management systems.
  7. Implementation and training all personnel in the use of procedures and formats.
  8. Training employees for risk evaluation, aspect and impact.
  9. Train internal auditors.
  10. Assess the system through first internal audit.
  11. Take corrective actions for non-conformities.
  12. Apply for certification.
  13. Availpre-certification audit of certifying body.
  14. Take actions on suggestions given by them.
  15. Final audit by certifying body.
  16. Take corrective actions on the non-conformities to the satisfaction of the certifying body.
  17. Get certified for ISO 20000:2018.

Benefits of ISO 20000 System

The idea is that systems from diverse parties are more likely to fit together if they follow a common guideline. Management can be assured of the quality of a system, business unit, or other entity, if a recognized framework or approach is followed.

By implementing information service management system as per ISO 20000-1:2018 standard, any IT organization can achieve following benefits from the system with continuous improvements:

  • Compliance with, or certification against, and international standard is often used by management to demonstrate due diligence.
  • Enhances customer satisfaction / reduces dissatisfaction.
  • Increases level of assurance in organizational Quality.
  • Increases profitability of the company.
  • Enhances organisational credibility and reputation.
  • Gives the ability to reduce the customer and third party audit.
  • Can help identify process improvements and reduced customer complaints.
  • Provides evidence of due diligence and reduces the likelihood of product recall and adverse publicity.
  • Improves internal and external communications.
  • Improves your organization's image.
  • ISO 20000 can assist your organization in benchmarking its IT service management.

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