IEC/ISO 20000 certification: 2011 Service Management Standard

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IEC/ISO 20000 certification: 2011 Service Management Standard

Stellar is one among the Top IEC/ISO 20000 Certification Consultant for 2011 Service Management Standards in India and is regarded as one of the best by all of our clients.

IEC/ISO 20000 certification: 2011 Service Management Standard

ISO/IEC 20000-1:2011 is an IT Service Management System (SMS) standard (whether in-house, outsourced or external). It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements. ISO/IEC 20000 helps organisations benchmark how they deliver managed services, measure service levels and assess their performance.

Key Benefits of ISO 20000 certification and lead auditor training

ISO/IEC 20000 can assist companies in benchmarking its IT service management, improving its services, demonstrating an ability to meet customer requirements and create a framework for an independent assessment. ISO/IEC 20000-1:2011 can be used by:

  • an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
  • an organization that requires a consistent approach by all its service providers, including those in a supply chain;
  • a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
  • a service provider to monitor, measure and review its service management processes and services;
  • a service provider to improve the design, transition, delivery and improvement of services, through the effective implementation and operation of the SMS;
  • an assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000-1:2011.

ISO/IEC 20000 Parts 1, 2 and 3

ISO/IEC 20000, has two main parts which enables IT service providers to identify how to enhance the quality of service they deliver to their customers, both internal and external.

Part 1: Specification (ISO/IEC 20000-1:2011) provides requirements for IT service management and is relevant to those responsible for initiating, implementing or maintaining IT service management in their organization.

Part 2: Code of practice (ISO/IEC 20000-2:2005) represents an industry consensus on guidance to auditors and assistance to service providers planning service improvements or to be audited against ISO/IEC 20000-1:2011.

The two mains parts of ISO/IEC 20000 are not clear on scoping. They say, simply, that ‘the requirements for a service provider to deliver managed services of an acceptable quality for its customers.’ This is where ISO/IEC 20000-3:2009 comes in.  ISO/IEC 20000-3 provides vital information on writing a scope for a service management system (SMS) as well as providing information on implementing an ISO/IEC 20000-1 SMS.

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Preview ISO/IEC 20000-1:2011

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