What is 20000-1:2018?
ISO/IEC 20000-1:2018 is the most recognized international standard for IT service management systems (IT SMS). It is a generic standard which can be used for business value-add to any service organization, not necessarily those in the IT services. The standard is applicable to the complete range of business sectors, scopes, and activities. It can be applied to internal service activities too.
It enables service organizations to comply with applicable legal and contractual requirements and seamlessly operate within agreed upon SLAs This also enables a continual improvement of service management system towards ever improving service levels. The drafting committee of ISO 9001 found in the year 2015 that service revenues worldwide are beating the product revenues. For that reason, the ISO 9001 was re-drafted to be more service oriented. The same thinking has guided the current release of the IT SMS standard towards commoditization of services, management of multiple suppliers by service integrators, and the need for determining service value for customers. The standard is less demanding on written processes and more on implementation in a style which best suits the organization.
Benefits:
The ISO/IEC 20000-1:2018 certification provides assurance to stakeholders that service quality is at the heart of your organization and you’re serious about delivering a consistent and reliable service that continues to add value. most significant and tangible benefits of implementing this standard include but are not limited to:
- A well-defined and clear framework flexible enough to own business needs and expectations
- Reduce the vulnerability to organizational risk particularly cyber threats
- Meet contractual requirements. Provide higher value to clients
- Enhance consumer trust for the IT services offered
- Competitive advantage by demonstrating reliability and high quality of service
- Enforcing higher effectiveness in measurable terms
Need:
Service being an intangible offering has its own challenges. Without a standard like ISO 20000-1, it becomes difficult for service delivery organizations to operate effectively during normal and stretched times in an agile manner and keep client satisfactions at high levels. Adopting this proven standard can be your organization’s best strategy.
