ISO / IEC 2000-1 : 2018 IT Service Management System (SMS) - Overview

This standard specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this standard include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This standard can be used by:

A) A customer seeking services and requiring assurance regarding the quality of those services;

B) A customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;

C) An organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services;

D) An organization to monitor, measure and review its SMS and the services;

E) An organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;

F) An organization or other party performing conformity assessments against the requirements specified in this document;

G) A provider of training or advice in service management.

The term "service" as used in this standard refers to the service or services in the scope of the SMS. The term "organization" as used in this standard refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms "service" or "organization" with a different intent is distinguished clearly in this standard.

BENEFITS OF ISO / IEC 2000-1 : 2018

Proactive service management: Since ISO 20000-1 : 2018 certification tends to deliver value to the customers whose expectations have been growing all the time. In order to keep customers happy, service management needs a shift from conventional incident management that is fixing something that has been reported as broken and fixing something that may have an adverse impact on the customer. The definition of the term INCIDENT in ISO 20000-1 : 2018 includes “An event that has not yet impacted the customer service.

Positive cultural change: ISO 20000-1 : 2018 helps organizations to change their culture and work with entirety. Particularly, blaming and pointing the fingers are decreased because everyone is encouraged taking ownership of services instead of pushing responsibility on the IT department.

Cost reduction: Proactive service management aids in avoiding costly issues and mistakes and helps in processing smoothly. Besides reduction in incidents, towards support cost less money is spent and less is lost through business outages as they become less frequent or sometimes can be avoided together.

Leadership: A leadership team’s involvement in the management system ensures the entire organization to understand the service management requirements, and motivated by the support. It provides in achieving organizations objectives and goals.

ISO 20000-1 : 2018 document indicates requirements for an enterprise to establish, implement, maintain and continuously improve SMS. This document specifies including planning, design, transition, delivery and service improvement to meet out the service requirements and it can be used by:

• A customer seeks services and requires assurance regarding those services quality.

• A customer requires a constant approach to the service from all its service providers including those in a supply chain.

• An enterprise is to demonstrate its capacity for the planning, designing, and transition, delivery and service improvements.

• Other parties or an organization that perform conformity assignments against the needs specified in this document.

• A training provider or advice in service management.

• Increased credibility for suppliers.

This internationally recognized ISO 20000-I :2018 is the best practice framework for an SMS that helps in providing a consistent, and reliable service. It supports in embedding a service life cycle plan into your enterprise by providing the best practice guidance on how to manage your services portfolio in order to make it remain current.

This standard contributes to the following Sustainable Development Goal:

SDG 9.0 - Industry, Innovation and Infrastructure