ISO20000 IT service management system certification

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1. What is ISO20000

ISO20000 is a set of IT service management standards proposed by international standards organization based on it service management best practices. From the perspective of service, it divides it service into 13 management processes, and combines PDCA cycle to form a set of standard requirements for it service management. ISO20000 standard system is based on ITIL best practice and bs15000 British standard system, and the first internationally authoritative IT service management system standard issued by ISO in December 2005.

ITIL is a recommended rather than mandatory methodology. It is more used to guide the organization to improve service management, but ISO20000 is a mandatory standard, which requires what you must do to meet the requirements, and also to prove the maturity of the organization's IT service management. ITIL has no certificate to prove, and there is no problem of hard conformity. ISO20000 has a hard judgment standard, and there is also a standard certificate to prove whether the management system is mature or not.

ISO20000 consists of two parts:

In the first part, iso20000-1:2018 IT service management Part 1: Specification for service management is the basis of certification. It defines the objectives, scope, functions and responsibilities, costs and benefits, planning and implementation process, main activities, main roles, performance evaluation indicators and interrelations with other processes of the five processes, including 13 processes. include:

[1] Service delivery process: service level management, service reporting, capacity management, sustainability management, availability management, financial management of IT services;

[2] Control process: configuration management and change management;

[3] Publishing process: publishing management;

[4] Solution process: accident management, problem management;

[5] Relationship process: business relationship management, supplier management.

The second part, iso20000-1:2018 IT service management Part 2: Code of practice for service management, contains the best practice guide of IT service management process, aiming to provide guidance for the implementation of IT service management system. Provide industry consensus guidance for auditors, and provide guidance for service providers to implement service improvement plans or pass ISO20000 audit.

2. Why to apply for ISO20000 certification

At present, the global IT service industry is becoming more and more specialized and outsourced. With the business operation of enterprises and government organizations increasingly dependent on it, more and more organizations consider outsourcing their IT service operations to professional IT service providers or put forward more explicit service requirements for internal IT support departments to ensure the improvement of service quality, reduce service costs and reduce it service terminals The resulting business risk. With the further integration of enterprise business and information technology, users' requirements for the availability and reliability of information application system are strengthened, and operation and maintenance gradually become the primary work of information center. How to realize the standardization and flow of information operation and maintenance management, enhance the availability and reliability of information infrastructure, and improve the efficiency and quality of IT management has become an important issue for the information center. Through ISO20000 certification to improve it service management level and control risk is the only choice.

3. Benefits of ISO20000 certification

The application of ISO20000 enables organizations to establish a set of best process of IT service management, so as to systematically and orderly provide management services, bringing the following benefits to organizations:

[1] Manage services effectively to meet customer and business needs.

[2] The certificate issued by the authoritative certification agency (recognized by itSMF) can improve the market competitive advantage.

[3] Establish transparent and optimized organizational structure to reduce it operation cost.

[4] Combine service management with the overall business process.

[5] Evaluate and control service management.

[6] Establish a clear and centralized file system for service processes and general practices.

[7] Enable employees to improve their understanding of service management responsibilities.

[8] Regularly evaluate the service management process, maintain and improve its effectiveness.

[9] Effective business continuity management.

[10] Widely recognized it service management practices.

[11] Easy to integrate with other management systems, such as ISO9001, ISO27001, etc.

4. Application process of ISO20000 certification

The organization applying for certification shall establish a service management system meeting the requirements of iso20000-1:2018 standard, complete the internal audit and management review before applying for certification, and ensure the effective and full operation of the system for more than three months; the organization shall provide our company with sufficient information on the operation of the service management system, and for multiple sites, explain the certification scope, address and personnel distribution of each site 。

The certification is divided into two stages: the first stage is audit, which mainly conducts document audit and confirms the sufficiency of audit preparation in the second stage; the second stage is audit, which mainly evaluates the conformity and effectiveness of the system and makes recommendation conclusions for on-site audit.

The certificate is valid for 3 years, and shall be supervised once a year after being certified.