ISO/IEC 20000-1

Information technology — Service management

Service Management System (SMS) is applied to the activities performed to design, plan, provide, operate, and control IT services performed by an organization. ISO/IEC 20000-1 is the first international standard applicable to these types, established in 2005 and has been revised twice in 2011 and 2018.

ISO/IEC 20000-1 includes service planning, design, transformation, delivery and improvement to meet service requirements and deliver value.

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  ISO/IEC 20000-1:2018 Requirements

  ISO/IEC 20000-1 consists of 10 items: organizational environment, leadership, planning, support, operations, performance evaluation and improvement.
  
  See ISO/IEC 20000-3 for guide documents and ISO/IEC 20000-5 for best practices.
  
  The requirements of this standard have been established to be general and applicable to all organizations providing services, regardless of the type or size of the organization.

  • 1. Scope
  • 2. Normative references
  • 3. Terms and definitions
  • 4. Context of the organization
  • 5. Leadership
  • 6. Planning
  • 7. Support of the service management system
  • 8. Operation of the service management system
  • 9. Performance evaluation
  • 10. Improvement

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  The Importance of ISO/IEC 20000-1

  Organizations can achieve the following effects through ISO/IEC 20000-1 certification.

  • 1. Improvement of service quality
  • 2. Maintain a consistent level of service quality
  • 3. Demonstrate ability to plan, design, transform, deliver and improve services
  • 4. Monitoring, measurement and review of SMS and service
  • 5. Service commercialization, service integration, supplier management by company, customer service value determination

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  IGC’s Competency

  IGC auditors are experts with IT experience and technical qualifications in each sector, providing a thorough and honest audit of the implementation and effectiveness of the ISO/IEC 20000-1 management system.
  
  In addition, we have the knowledge and capabilities to meet your business needs, so we provide an effective and thorough audit of the management system.