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ISO/IEC 20000-1 Certification

ISO IEC 20000-1 Certification services that help you identify gaps for improvement within your IT service management system ITSMS

ISO/IEC 20000-1 is an internationally recognized standard that outlines the framework for implementing a Service Management System (SMS) within your organization. Achieving ISO 20000-1 certification ensures that your organization can effectively manage services according to defined quality standards. This standard provides detailed descriptions of the necessary processes, often adopted by IT companies. A certified ISO/IEC 20000-1 management system encompasses the planning, design, transition, delivery, and continuous improvement of services, all aimed at meeting the requirements for ISO/IEC 20000-1 certification.

ISO 20000-1:2018 Certification Principles:

Customer Focus – ISO 9001 certification emphasizes enhancing the satisfaction of customers and other interested parties. This focus helps organizations retain existing customers, expand their customer base, and effectively communicate their needs and expectations, all while monitoring performance across the organization.

Leadership – Achieving quality objectives requires leaders to create a unified purpose by aligning strategies, policies, procedures, and resources. This alignment leads to better coordination across processes. Leaders should foster a culture of trust and integrity, ensuring employees are equipped with the necessary resources, training, and authority to act responsibly.

Engagement of People – Efficiency is driven by involving individuals at all levels of the organization. This can be achieved by communicating organizational goals, sharing knowledge, recognizing contributions, and fostering an environment of learning and continuous improvement.

Process Approach – When organizational activities are understood and executed effectively, the output efficiency improves. Recognizing the organization’s capabilities and addressing resource constraints beforehand can significantly enhance performance.

Improvement – Continuous improvement is essential to maintaining and enhancing organizational performance. Providing proper training, reviewing work processes, implementing audit plans, and recognizing achievements are key to anticipating internal and external risks and opportunities, ultimately leading to improved process performance.

Evidence-based Decision Making – Decision-making should be based on data analysis rather than intuition alone. By learning from past experiences and evaluating relevant data, organizations can make better, more efficient decisions.

Relationship Management – Effectively managing relationships with key stakeholders, such as suppliers, is vital for maintaining a stable flow of products and services. Understanding and nurturing relationships with these interested parties ensures a healthy and well-managed supply chain.

Benefits of ISO 20000-1 Certification

Benefits of ISO 20000-1 Certification

Implementing and operating a Service Management System (SMS) brings clarity, control, and continuous improvement to all services, driving higher quality, effectiveness, and efficiency. The improvement is not just applicable to the Service Management System but also to the services provided by the organization.

Some key benefits of obtaining ISO 20000-1 certification include:

Competitive Edge in the Market: ISO 20000-1:2018 enhances your organization’s credibility and reputation globally. Adhering to this international standard for Information Technology Service Management improves organizational processes, fostering a competitive environment that sets you apart in the marketplace.

Compliance with ISO Standards: The ISO 20000-1:2018 framework provides clear assessment criteria for IT systems, ensuring businesses meet customer requirements effectively. This certification enables organizations to implement and manage an efficient and effective IT management system.

Ensures Customer Satisfaction: ISO/IEC 20000-1 certification simplifies the management and control of IT service delivery processes. With tested control areas and a strong problem management system in place, it guarantees a well-documented approach that leads to enhanced customer satisfaction.

Improved Business Productivity: Achieving ISO/IEC 20000-1 certification equips your IT service team with essential control processes, procedures, troubleshooting protocols, and a culture of transparency and accountability. This enhances employee productivity and promotes best practices in IT service management, ultimately benefiting the organization.

ISO 20000-1 Certification Requirements

ISO 20000-1 standards require organizations to adopt a series of practices and procedures that lead to an effective and efficient Service Management System (SMS). The High-Level structure of ISO 20000-1 facilitates the integration of SMS with other management systems. The first three sections provide an introduction, while the last seven specify the requirements for implementing the Service Management System (SMS).

SECTION 4: Context of the Organization

This section outlines the requirements for establishing, maintaining, and continually improving the Service Management System (SMS). It emphasizes the importance of defining the scope and objectives of the SMS within your organization to ensure alignment with business goals.

SECTION 5: Leadership

This section outlines the role of top management in setting policies for service management. It stresses the importance of leadership in the successful implementation of SMS and requires management to effectively communicate roles and responsibilities to staff for the system’s proper execution.

SECTION 6: Planning

Planning is a crucial component in the implementation of a Service Management System. This section emphasizes effective planning to manage risks and threats, providing strategies to mitigate any potential issues that could impact the system’s effectiveness.

SECTION 7: Support

This section highlights the resources and support necessary for an effective SMS. It covers key areas such as resource availability, employee competency, awareness, internal and external communication, documented information, and knowledge management to ensure the SMS functions effectively.

SECTION 8: Operation

This section ensures the processes necessary for operating the SMS are conducted efficiently. It includes stages such as planning, controlling, designing, and service assurance, all of which are crucial for maintaining a high-performing SMS.

SECTION 9: Performance Evaluation

This section provides requirements for establishing an audit program and conducting regular internal audits. It also stresses the importance of both external and internal audits to ensure the SMS is operating effectively and meeting organizational goals.

SECTION 10: Improvement

This section outlines the requirements for addressing non-conformities, implementing corrective actions, and continuously improving the Service Management System. It aims to foster an ongoing culture of improvement, ensuring the SMS remains effective and adapts to evolving needs.

3 Steps to Certification

With the assistance of CyberClad Global, the certification process can be completed in as little as 40 days.

Gap Analysis

  • Assess your management system's compliance with the requirements of the applicable standard.
  • Discuss what needs to be included in the project plan and agree on any remedial actions.
  • Identify any non-conforming areas.
  • Set the groundwork for a project plan.

Implementation

  • ISO certification is a comprehensive process that requires expertise and experience.
  • CyberClad Global is not involved in the implementation or preparation of documents to obtain ISO Certification.
  • To maintain integrity and impartiality as a certifying authority, CyberClad Global does not participate in the implementation phase.
  • Organizations must allocate appropriate resources, time, and effort to implement management systems and procedures effectively.

Certification Process

  • Application Form : Clients provide essential organizational details by completing the application form.
  • Contract Review : The quality team evaluates the client’s specific requirements.
  • Audit : Conducted in two stages (Stage 1 and Stage 2) to assess compliance.
  • Decision Making : The Decision-Making team evaluates the audit results and approves the certification.

When was ISO 20000-1:2018 Published?

The updated version of ISO 20000 certification is ISO/IEC 20000-1, which was released on 30th September 2018. ISO 20000-1:2018 outlines the requirements for managing the Service Management System (SMS) within your organization. Our expert team can certify your organization in line with this standard for effectively managing your operational services.

Stage One (Documentation Review)
Auditors from the certification body assess whether your documentation aligns with the requirements of CMMI.

Stage Two (Main Audit)
This stage evaluates the implementation of your processes, ensuring they align with the statements in your documentation and comply with CMMI standards.

The certification process continues. Click here to explore the next steps in the ISO certification journey.

What Important Innovation Does ISO 20000-1:2018 Provide?

ISO/IEC 20000-1 Certification introduces a new High-Level Structure (HLS), aligning it with other management system standards. This makes it easier for organizations to be awarded multiple certifications, such as ISO 9001 (QMS) or ISO 27001 (ISMS).

The updated standard includes revised terms and definitions, tailored to specific management systems adhering to required standards. New clauses reflect emerging trends in service management, including standardized services. Some previously detailed requirements have been streamlined to offer organizations more flexibility in meeting the standard’s criteria.

A key addition is the explicit requirement for “planning, designing, creating, implementing, maintaining, and continually improving a service management system (SMS).” References to the “PDCA cycle” (“Plan-Do-Check-Act”) have been removed, allowing organizations to use alternative improvement methods.

The revised standard also incorporates new requirements related to the organization’s context, processes addressing risks and opportunities, and an enhanced focus on documented information, resources, competencies, and awareness. Additionally, the revised version separates Incident Management and Service Request Management into distinct sections.

ISO 20000-1 Frequently Asked Questions (FAQs) about Quality Management System (QMS)

The ISO 20000-1 standard is primarily based on the Information Technology Infrastructure Library (ITIL), which provides a framework for delivering a high-quality service management system. ISO 20000-1 certification focuses on the service management and service delivery aspects of Information Technology (IT) functions. The main aim of ISO 20000-1 Certification is to align information technology with the ongoing and future needs of the business organization, its clients, customers, and other stakeholders. It also aims to deliver quality-assured IT services that meet customer expectations and reduce the long-term expenses associated with service operations.

The current version of ISO 20000 Certification is ISO/IEC 20000-1:2018, which was published on 15th September 2018. This fully updated version establishes the framework for the international service management system. The revised edition introduces several new requirements, including those related to service planning and delivery, while also removing certain content, such as references to the P-D-C-A cycle.

ISO/IEC 20000-1 Certification and ISO 27001 standards share several common elements, but there are also notable differences between them. ISO 20000-1 is a service-based management system, whereas ISO 27001 is a risk management system. The primary focus of ISO 20000-1 is to delve into the daily operations of information technology companies, while ISO 27001 takes a broader approach, addressing aspects like information classification, access control, and continuity planning.

The cost of ISO/IEC 20000-1 certification differs between organizations. When you approach an internationally accredited certifying body for ISO certification, they will assess your management systems and processes before providing a quotation for the certification. The overall cost is influenced by factors specific to your organization, including the number of employees, the number of branches, and other relevant details.

An ISO certificate is typically valid for three years. During this period, an annual surveillance audit is conducted to ensure that the organization continues to meet ISO quality standards.

Obtaining ISO 20000-1 certification is only the first step. To ensure the management system continues to function effectively, you must maintain the certification. This requires undergoing annual surveillance audits for a period of three years. Once the certification period expires, you will need to undergo recertification.

To begin the process, you must select an internationally accredited certification body, such as CyberClad Global, that meets the requirements of IAS Accreditation. Next, you will submit an application that outlines the rights and obligations, with all information remaining confidential between the applicant and the registrar. Following this, an ISO auditor will review the relevant documentation related to your organization’s procedures. If any gaps are identified, you will need to create an action plan to address them. The process continues with initial certification audits, which include Stage I, where auditors will verify the changes made in your organization according to the requirements, and Stage II, where the auditor will conduct the final audit for certification.