International Best Practices

iso_20000-2018_standard

Standard: ISO/IEC 20000-1: 2018
Subject: Information Technology – Service Management
Part 1 : Service Management system requirements (SMS)
Author: International standards Organisation (ISO)


Overview

SMS – ISO 20000-1: 2018 is an accredited standard for management compliance. The standard applies to any organisation of any size, nature of business can adopt the requirements and seek a formal certification.


Trends in adaptation

ISO 20000-1:2018 has been adapted by organizations seeking to demonstrate alignment of IT with business. The standard is also used to make IT services in demonstrating customer satisfaction.


Detail Coverage

SN ISO 20000:1 Requirements
1 4.1 - Understanding the organisation and its context
2 4.2 - Understanding the needs and expectation of the interested parties
3 4.3 - Determining the scope of the service management system
4 4.4 - service management system
5 5.1.1 - Leadership and Commitment
6 5.2 Policy
7 5.2.1 - Establishing the Service Management Policy
8 5.2.2 - Communicate the Service Management Policy
9 5.3 - Organisation roles, responsibilities, and authorities
10 6.1 - Actions to address risks and opportunities
11 6.2.1 - Establish Objectives
12 6.2.2 Plan to achieve objectives
13 6.3 Plan the service management system
14 7.1 - Resources
15 7.2 - Competence
16 7.3 - Awareness
17 7.4 - Communication
18 7.5.1 - General
19 7.5.2 - Creating and Updating documented information
20 7.5.3 Control of documented information
21 7.5.4 Service management system documented information
22 7.6 Knowledge
23 8.1 - Operational Planning and control
24 8.2.1 Service delivery
25 8.2.2 Plan the services
26 8.2.3 Control of parties involved in the service lifecycle
27 8.2.4 Service catalogue management
28 8.2.5 Asset management
29 8.2.6 Configuration management
30 8.3.1 General
31 8.3.2 Business relationship management
32 8.3.3 Service level management
33 8.3.4.1 Management of external suppliers
34 8.3.4.2 Management of internal suppliers and customers acting as a supplier
35 8.4.1 Budgeting and accounting for services
36 8.4.2 Demand management
37 8.4.3 Capacity management
38 8.5.1.1 Change management policy
39 8.5.1.2 Change management initiation
40 8.5.1.3 Change management activities
41 8.5.2.1 Plan new or changed services
42 8.5.2.2 Design
43 8.5.2.3 Build and transition
44 8.5.3 Release and deployment management
45 8.6.1 Incident management
46 8.6.2 Service request management
47 8.6.3 Problem management
48 8.7.1 Service availability management
49 8.7.2 Service continuity management
50 8.7.3.1 Information security policy
51 8.7.3.2 Information security controls
52 8.7.3.3 Information security incidents
53 9.1 Monitoring, measurement, analysis and evaluation
54 9.2 - Internal Audit
55 9.3 - Management Review
56 9.4 Service reporting
57 10.1 Nonconformity and corrective action
58 10.2 Continual improvement

Detail Requirements

ISO 20000 - 58 Requirements listed above is an overview. 

Key business benefits

SMS-ISO 20000 has several IT and business benefits. For IT the benefits combined alignment with business demand, and control on each aspect of IT delivery. For Business, SMS –ISO 20000 results in a more responsive IT organisation.


Summary

SMS – ISO 20000 implementation will give return on IT investment. The implementation of the processes makes the IT a service organisation who aligns services with a service catalogue. This among other control processes makes both CIO and CEO a more robust and business aligned IT organisation.

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