How ISO 20000 is a New Career Opportunity for Auditors?

Businesses everywhere are focusing on providing high-quality IT services while upholding efficiency, dependability, and customer happiness as they become more customer-centric. Many businesses are using ISO 20000, the international standard for IT service management, to meet these goals.

Getting ISO 20000 certified can be a smart move if you’re an auditor seeking a new professional opportunity. The assessment of an organization’s ITSM processes to make sure they adhere to the standard will be your job as an ISO 20000 auditor. Many advantages are provided by this ISO 20000 certification, such as:

• High Demand: Now-a-days the demand for ISO 20000 auditors is growing as more organizations seek to improve their skills and practices.
• High Salary: The ISO 20000 auditor demands high salary packages and their skills are in high demand.
• Challenges: The role of ISO 20000 auditor is challenging but advantageous. You have lots of choices for doing work in any organization, to help with them ISO 20000 practices.

An Overview of ISO 20000 Certification

An organization’s dedication to excellence in IT service management techniques is demonstrated by ISO 20000, a globally recognized standard for IT service management. This accreditation attests to the fact that the company has put in place the appropriate policies, guidelines, and processes to efficiently manage its IT services by industry best practices. Obtaining ISO 20000 certification has many advantages for people and companies. By giving stakeholders and customers more faith in the company and demonstrating its dedication to providing dependable and consistent IT services, it improves the credibility and reputation of the IT service management sectors.

Vacancies in the Auditing Career

For those who are meticulous, analytical, and have good problem-solving abilities, an auditing job offers a wealth of chances. There are many diverse job options in the broad field of auditing, such as:

• External Auditor: The independent financial auditing of businesses, organizations, and government agencies is the responsibility of these people.
• Internal Auditor: A company’s internal auditors assess and enhance its operational procedures, risk management, and internal controls.
• IT Auditors: The IT auditors assess IT-related practices like data security, IT systems, and internal controls for an organization in industry standards.
• Forensic Auditor: Your job as a forensic auditor is to look into conduct, fraud, and financial irregularities inside companies. To find financial crimes and support dispute resolution, these auditors work closely with law enforcement, lawyers, and other experts.
• Government Auditor: These auditors audit public sector organizations on behalf of the government authorities. Government auditors are essential to making sure public funds are used effectively and efficiently.
• Professional in Risk Assurance: In your role as a risk assurance auditor, you’ll offer assurance and consulting services about governance procedures, internal controls, and risk management.

Advancement of Auditing Competence

Professional growth is essential in the field of auditing because of the constantly changing corporate environment, changing industry norms, and new threats. It assists auditors in being current and armed with the resources needed to carry out their duties and obligations successfully. Some important facets of auditing professional growth are listed below:

• Continuing Training: Auditors are required to participate in workshops, seminars, and continuing training courses to broaden their knowledge. 
• Professional Certificates: Getting particular auditing certificates might also help you advance your profession as an auditor.
• Industry Networking: sector networking offers auditors the chance to expand their horizons in their auditing professions through networking with colleagues in the sector, joining professional associations, and going to conferences.
• Internal Training Programs: A few companies also set up the ISO 20000 internal auditor training course with the goal of strengthening the audit teams’ expertise.
• Guidance and Mentoring: Skilled auditors can also impart their knowledge. As mentees advance in their professions, mentors can share experiences, offer insights into the auditing industry, and offer helpful criticism.
• Performance and Review Feedback: Regular do performance reviews and feedback sessions Auditors can get helpful feedback on their work, pinpoint areas for development, and set goals for their professional growth through routine performance reviews and feedback sessions.

Auditors have a fantastic opportunity to expand their career horizons using ISO 20000. The IT service management auditor, IT governance consultant, IT project manager, and IT service delivery manager are just a few of the professions that auditors can access new opportunities in by earning this degree and consistently improving their abilities. The growing significance of efficient IT service management in enterprises is reflected in the growing need for ISO 20000 auditors. A variety of advantages, such as competitive pay packages, interesting and rewarding employment, and access to stimulating career prospects, might result from earning this certification for auditors.

Decoding ISO 20000 and ITIL: Understanding Differences, Comparisons and Advantages of ISO 20000

ISO 20000 certification shows the world that your IT department adheres to strict requirements for service design, delivery, and continuous development. The Ascent investigates ISO 20000 and its benefits.

We live in a digital world, and your company’s information technology (IT) department must deliver the finest services available to please customers, strengthen partner and supplier connections, and contribute to the bottom line.

The International Organization for Standardization (ISO) 20000 offers strategies for improving your IT service management (ITSM) operations. We’ll go over its advantages below to demonstrate how implementing it using IT management software can benefit your organization.

What is ISO 20000?

ISO 20000 standard identifies the requirements for an IT service provider to organize, to create, to control, handle, enhance Service Management System. The ITSMS standard gives a uniform structure, terms, and definitions for SMS Certification. ITSMS uses the PDCA (Plan, Do, Check, Act) cycle for SMS. ISO 20000 certification gives external validation that a company’s SMS procedures fulfil standardisation and quality assurance criteria.

What is the Difference Between ISO 20000 and ITIL?

As you begin the ISO 20000 certification process, you must grasp how it relates to Information Technology Infrastructure Library (ITIL) principles. The ITIL framework is also concerned with ITSM activities, and the ITIL foundation improves its integration with broader corporate processes and objectives.

The key distinctions include:

• ISO 20000 is a technical standard, but ITIL methodology is a best practice framework.
• ISO 20000 certifies corporations and persons, whereas ITIL certifies individuals.
• ISO 20000 specifies formal requirements for ITSMs and SMSes, whereas ITIL provides guidelines that enterprises can follow to varying degrees.

ITIL and ISO 20000 do not have a formal relationship, but their techniques are complementary: ITIL provides suggested goals, whereas ISO 20000 defines formal processes to achieve them.

ITIL is similar to a job description in that it defines the recommended education level, experience, and skill set for a given role. ISO 20000 defines the hiring process, including how to perform skills testing, interview questions, and a scoring matrix to determine the best candidate.

How ISO 20000 Compares with Other ITIL Processes?

ISO 20000 comprises 13 processes divided into four groups, while ITIL has four versions, each of which builds on previous iterations and contains hundreds of interrelated and overlapping processes. These two techniques are independent of one another; however, they are complementary, therefore some ITIL procedures are ISO 20000 compliant.

The ISO 20000 process groups and related ITIL procedures are:

• Service Delivery: Service level management, IT service continuity management, availability management, capacity management, financial management of IT services, and information security management.
• Relationship: Business relationship management and supplier management
• Resolution: Incident management, request fulfilment, and problem resolution
• Controls: Controls include asset and configuration management, change management, and release and deployment management.

The primary distinction between ISO 20000 and ITIL practices is that the latter is a collection of best practices, whereas the former describes the methods for implementing such practices.

How Your Businesses Can Advantage from ISO 20000?

ISO 20000 accreditation is a difficult process that should not be taken lightly. This certification boosts your bottom line by confirming your company’s externally approved quality control, efficiency, and continuous improvement methods.

1. Decreased the Cost: ITSMS gives an in-depth knowledge of IT costs, how to maintain cost, and achieve greater efficiencies. It also helps reduce the number of accidents in IT.
2. Enhance their Competitions: Access new markets as more public sector agencies, such as the United States Air Force and the United Kingdom National Health Service, seek ISO 20000 certification before awarding government contracts. An ISO certificate also helps your company’s reputation among partners, suppliers, and customers because it demonstrates your commitment to quality procedures and services.
3. Improved Customer Service: Your IT department and its clients will be on the same page because ISO 20000 requires each service to have a service agreement, which includes the defined service, performance measurements, and remedies and/or fines if service standards are not met. Reduced IT downtime, more efficient operations, and improved IT help desk abilities will all improve your customer satisfaction rankings.

How the ISO 20000 ITSMS Can Help to Achieve the Business Goals?

To manage IT service management processes and satisfy customer expectations, ISO/IEC 20000 offers a framework. Increased effectiveness and efficiency of corporate processes are two benefits of implementing ISO/IEC 20000. Since the majority of organizations who have attained ISO/IEC 20000 certification have also improved customer satisfaction, they have given services that are of higher quality.

For IT service providers who can take use of widely accepted best practices, standardization, and critical recommendations, ISO/IEC 20000 specifies requirements. It is seen as necessary for establishing a professional connection with a new supplier. For businesses and service providers who want to stand out from the crowd when providing services, ISO 20000 is a compliance certification. When planning, designing, implementing, operating, monitoring, maintaining, and upgrading their service management systems, it sets particular standards for service providers. To satisfy the organization’s service requirements, the strict standards cover the design, transfer, delivery, and enhancement of services.

Organizations would be unwise to disregard the many advantages of ISO 20000. Having a service provider who is ISO 20000-compliant or becoming compliant themselves will be advantageous for almost all enterprises. The only internationally accepted standard for IT service management at the moment is ISO 20000. Due to businesses’ desire to use it as a crucial point of differentiation in the marketplace, it has recently experienced tremendous international adoption.

Customers and service providers alike can have faith in the effectiveness and scalability of the processes because ISO 20000 is a well-known and well-established standard. Even while the list that follows is by no means comprehensive, it will help you understand what it really means for you to be ISO 20000 compliant.

• The greater efficiency and effectiveness provided by ISO 20000 standard gives service providers and businesses a competitive edge through more dependable IT services. Everyone is in agreement regarding who is in charge of what chores and when they need to be finished thanks to this certification. This reduces the frequency of events while also enhancing the team’s capacity to handle problems as they come up in the future.
• Organizations may integrate IT services with the overall business plan with the aid of ISO 20000. You may make sure that your organization is centred on the IT service management solutions that will best serve the clients’ needs and the ISO 20000 ITSMS requirements of the industry. With ISO 20000, you will be able to provide superior IT services that are more suited to your internal and external customers’ needs, all while better preserving your company’s assets and soothing the concerns of its shareholders and directors.
• The business may give the company and the clients specific instances of how you outperform others because ISO 20000 certification assures more effective and efficient delivery of your IT services. By decreasing the frequency of IT issues, for instance, and responding to them more quickly when they do arise, you can devote more of your time to strategic IT development within your company. Since you now have a beautiful ISO 20000 certification, you can use that time to go closer to your company’s development objectives. We all know that time spent putting out fires might be spent developing.
• Improve the knowledge of and control over IT costs. Plan upcoming expenses more precisely and clearly. You can run a leaner, more effective service if your procedures are clearer and your roles are defined more simply.
• The corporate world is always evolving, especially in this era of digital and technical advancement. For a business to last, it is imperative to make sure that processes are constantly being improved in response to client input. And it includes both externally recognised improvements as well as changes in technology and business norms. The robust structure of best practices established by ISO 20000 serves as a support system for innovation. Your organization can manage change more skillfully and quickly, which increases your likelihood of meeting organizational goals and lowers internal and external risk levels.

ITSMS Standard: Identify the Overview of ISO 20000 ITSMS Manual

ISO/IEC 20000 is a global, independent standard for IT service management excellence. A standard that helps organizations to demonstrate the quality of their IT Services to clients, as well as to develop and maintain an IT Service Management System that fulfills the worldwide ISO/IEC 20000 quality requirements. This standard assists organizations in benchmarking how their managed services are delivered, as well as measuring and assessing service levels. The ISO 20000 standard is compatible with other management systems such as ISO 9001, ISO 14001, and ISO 27001. It adheres to Annex SL, the High-Level Structure used by all new and amended standards, and it is compatible with Annex SL. This facilitates the integration of various standards while reducing effort and expensive duplication.

What is the ISO 20000 manual?

An ISO 20000 manual is a document that outlines the company’s plans for running and executing the activities within its quality management system. It might contain policies for all aspects of the business that impact your capacity to produce high-quality products while meeting the requirements of the customers and the ISO 20000 standard. These regulations outline how the department managers will carry out operations while adhering to the guidelines outlined in the quality manual.

The aim of the quality manual is to serve as a how-to guide for organizational operating procedures. Any company policy that has an impact on the capacity to supply high-quality products, satisfy customer requests, and adhere to ISO standards can be described in the manual. The document may then be utilized by managers to establish processes, defining for them the constraints and requirements they must meet.

An essential resource for businesses putting in place a quality management system is the ISO 20000 quality manual, which lays out the goals for everyday activities inside the QMS. It establishes the standards for the team’s performance and the standard of the deliverables.

What are the uses of an ISO 20000 ITSMS Manual?

The manual is not just a tool for managers, but it also serves a number of other crucial purposes.

• Quality manual helps to let staff members know what management expects
• The manual is used to demonstrate the company’s desire to comply with ISO 20000 requirements
• To show compliance with Clause 5.3, which stipulates that organizational roles, responsibilities, and authority must be allocated, communicated, and understood
• Manual used to serve as a starting point for auditors, whether internal, linked with customers, or ISO certification body

What are the benefits of a ITSMS manual?

Making an ISO 20000 ITSMS manual is a wise business move because of the following sources:

• Support for creating ITSM processes
• Assist businesses in developing successful ITSMS
• Enhance an organization’s capacity for ongoing improvement
• Give a clear, quick description of the system
• Don’t need the assistance of a consultant
• Describe a way to operate a business that is more effective
• Encourage simple registration
• Spend less time and money adopting ISO 20000 ITSMS for businesses

Outline Three Elements Before Start Implementing ISO 20000 IT Service Management System

The set of best practices that are universally recognized for the deployment of a service management system in both large and small businesses is defined by ITSM based on ISO/IEC 20000 standard. The Service Management System (SMS), primarily focuses on how the business prepares, executes, evaluates, and improves the delivery of new and updated services that will add value for the clients and save money and time, this is the objective of ISO/IEC 20000. The Plan-Do-Check-Act (PDCA) technique and an integrated process approach will be the core elements of the SMS.

Best practices for IT service management are outlined in ISO/IEC 20000, which is the standard for organization certification. Organizations will be able to benefit from how the processes interact, allowing the organization’s processes to mature more quickly. In order to effectively manage internal groups and outside parties and achieve real cost savings, ISO/IEC 20000 also outlines the amount of governance you need.

Several firms adopt the ISO/IEC 20000 standard nowadays because it makes the Service Management processes necessary for a company to claim that it adheres to and provides best practice Service Management quicker. To provide defined and measurable opportunities for effective and efficient service delivery, more and more businesses are obtaining the ISO/IEC 20000 certification for their organizations. This is because it makes it clear that the organization has met and continues to meet the requirements for SMS. A successful ISO/IEC 20000 IT services management system is made up of the three primary components described here.

Management Responsibilities: The goal is to assure the implementation of the service management system implementation duties at the senior management level of the service provider. The responsibility for the service management system must be given to a member of the Management Board who is in charge of implementation and has the necessary skills for the job to fulfill these requirements. In a perfect world, this person would have assistance from a management team that would aid in decision-making. Because of this, the defined service manager also acts as the system’s owner.

Documentation Requirements: The organization is needed to provide records and ISO 20000 documents to help the management process. The objective of this is to ensure efficient service management process planning, execution, and monitoring. Production and management of documents and records must be automated. The documents serve as the cornerstone and basis for confirming that the service management requirements are being followed. There must be a clear separation between two essential aspects.

• Documents that list the management’s objectives and aims
• Records that demonstrate the execution

It should be clarified that service management is used in all processes and is not just something that exists on paper. This must be supported by integrated documentation. The management must make sure that all procedures are followed and that the following fundamental ideas are adhered to:

• Documentation
• Communicated,
• Tracked
• Regularly revised
• Enhanced

For this reason, it is also necessary to have descriptive documents and relevant records.

Expertise and Training: Managers and staff members must be aware of the significance and relevance of their actions within service management and comprehend how those actions help to achieve quality goals. To guarantee that the requirements for new or updated services can be met, the corresponding expertise and abilities must be accessible.

The ever-changing technological improvements necessitate continued education and additional ISO 20000 awareness training for employees, who should be managed through coordinated skills management. The training necessary for the staff to satisfy future requirements is decided based on a consistent analysis of any inadequacies and condensed into a yearly training plan as part of the discussions surrounding the annual target agreement and the targets derived from the service management planning. Reviewing training measures’ efficacy is necessary. The organization initially establishes the specific skills needed for each service management role to determine the demand.

How to Create an ITSMS Policy According to ISO 20000 Standard Requirements?

One widely used strategy for successful IT service management, from design to implementation, is ISO/IEC 20000. The guide provides international standardization of best practices, as well as a foundation for success that may be applied to various types of businesses. IT service management system refers to the procedures and actions taken by corporate IT managers and stakeholders to develop, plan, implement, organize, control, and maintain enterprise information technology. The approach is based on a system in which operations teams and other stakeholders flush out requirements, which are then subject to the best practices framework, specifically ISO/IEC 20000, which serves as the international universal standard.

The ISO 20000 standard necessitates the existence of an ITSMS policy and establishes rather specific criteria for its content. The ITSMS Policy is among the primary ISO 20000 documents that connect top management with the implementation of the ITSMS. Although it is a strategic ISO 20000 documentation process, if the organization handles it properly, it may be an effective control mechanism for achieving the ITSMS goals and objectives. Furthermore, if you utilize vocabulary that the employees understand and don’t overextend the topic, the organization has an opportunity to align the employees with the organization’s strategic goals.

Firstly, the ITSMS policy is an internal document, which means that customers will not be involved in its development. Customers, on the other hand, are “part” of the policy through the services they utilize. Specifically, the policy should be customized to the services offered and customer support. As a result, generic comments or documents will not suffice because they provide no value to either management or the IT organization’s personnel.

Here which clarifies the ITSMS policy’s goal. The policy should be based on the ITSMS’s scope and in line with the ITSMS plans and the ITSMS’s objectives’ more specific components.

• Specify the goals they have for the ITSMS – Most of the time, people are unfamiliar with the specifics of how the ITSMS functions, but they must be aware of what they hope to get from it.
• Control – Top management will be able to specify who is doing what with the policy and monitor the outcomes frequently.

The ISO 20000 standard specifies the following general requirements for the policy’s information:

• Challenges within the Organization – This is a necessity that the policy is customized to the business case you have. That is, it should be tailored to the services that the organization provides and the people that serve.
• Service requirements – Top management should promise to fulfill the service requirements, for example, by making a declaration in the policy. There needs to be a way to show that this has been done to prevent such a statement from seeming overly generic. For instance, the SLA (Service Level Agreement) includes client objectives as well as quantifiable goals to verify that those needs have been met. So, it is quantifiable.
• Communication – All staff members need to know about the policy. It makes sense that nobody would find out if you kept it a secret. Even more, companies can let other interested parties, including clients or suppliers, know about the ITSMS policy. The policy must also be understood by the staff members, which is another need. This implies that you must demonstrate a connection between the policy’s declaration and the outcome of your employees’ labor.
• Improvement – Last but not least, the policy must explicitly address improvement for both the ITSMS and the policy’s appropriateness to business needs and consumer requirements.

Along with the standard’s required, the scope of the ITSMS, the ITSMS plan, and resource management are just a few additional details that the businesses can include.

How to Understand the Organization’s Context in Terms of ISO 20000 Standard?

ISO 20000 The International Organization for Standardization (ISO) and the International Electoral Commission together created ITSM, the global standard for IT service management (IEC). ISO 20000 is recognized by the majority of nations in the globe because it was approved by a majority of member nations to become an international standard.

The standard outlines a set of management procedures designed to help in delivering IT services that are more effective (both to those within the business and customers). The framework and methods provided by ISO 20000 allow for the management of the ITSM while also demonstrating the company’s adherence to best practices, which will enhance the quality of your IT service delivery. And ISO 20000 applies to businesses of any size and in any industry.

Clause 4 has been modified by the addition of the phrase “Context of the Organization” in ISO 20000-1:2018. The organization establishes a strong foundation for attaining the objectives and results of the Service Management System by being clear about which internal and external concerns are pertinent (SMS). must start with internal problems and determine the organizational context.

The corporation must specify the limits and applicability of the SMS to establish the scope of the ISO 20000 implementation in to identify the context of the organization. The organization should take both internal and external factors into account when deciding the scope. A company’s internal problems can be caused by several, a few of which are mentioned below.

• Organization size: Concerning the assignment of duties to employees, a company’s size is a key factor. One individual may be responsible for several roles in a small business.
• Organization structure: The organization’s service management processes must be handled across all departments and functions. Before adopting an SMS, the organizational structure of the business, such as its hierarchical, matrix, or self-learning team structure, must be taken into consideration.
• Culture: Adopting a service management system requires careful consideration of ethics, individual conduct, and departmental personnel.
• Methods/frameworks: Find out if the business has already received certification for any ISO standards, such as ISO 20000:2011. Knowing how much of the current processes, procedures, and ISO 20000 documents have to be revised to comply with ISO 20000:2018 will be made it easier with this information. You should also be aware of any other frameworks that the business has been using, such as ITIL, COBIT, etc.
• Technology: What different technologies does the business utilize to provide its present services, such as IT infrastructure including the cloud, SAAS, PAAS, etc.?
• Service types: What types of IT and non-IT services, such as local, global, round-the-clock, and 24×7, are provided by the organization for its products?
• Resource capabilities: Process maturity, organizational maturity, and staff maturity all play critical roles. SFIA (Skills Framework for Information Age), a global industrial framework, can be used by IT professionals. The ISO 20000 awareness training is crucial in this context.

The implementation of an SMS should be adaptive enough to meet business changes brought on by external factors. Some of the external challenges that organizations need to be aware of are listed here.

• Political: An organization may be unable to establish or strengthen alliances with organizations in other nations if the nation’s foreign policy changes. For example, Changes in government, laws, regulations, alterations in policy, and controversies
• Economic: The procedures for determining prices, accounting practices, and procedures may need to alter as a result of this. For instance, competition, consumer purchasing power, and union membership inclusion or exclusion
• Sociological: Customers and suppliers could demand business operations electronically. Employees grow increasingly technically minded and conscious of the advantages of electronic communication.
• Technological: Advanced technologies in communication and computing may increase organizational effectiveness and efficiency, which rivals are currently utilizing. For instance, benchmarks, emerging technologies, and trends
• Legal: The way that the management systems function may vary as a result of changes to the organization’s policies and practices. For instance, trademarks, intellectual property rights, and data privacy or confidentiality
• Environmental: This could be the consequence of pressure from the organization’s specific operating environment or industry, or it could be from the actual environment in which the organization is located. The way that redundant equipment is disposed of may be impacted by the company’s commitment to corporate social responsibility or by the addition of an environmental management policy, such as ISO 14001. Take e-waste, sustainability, and renewable energy as examples.

7 Myths About The ISO/IEC 20000 IT Service Management Standard

ISO/IEC 20000 is the universal ITSM (IT service management) standard. ISO 20000 allows IT departments to ensure that their ITSM processes are aligned with the business’s needs and international best practices. The ISO/IEC 20000 standard supports organizations in how they deliver managed services, measure service levels, and assess their performance. So here are seral myths about the ISO/IEC 20000 implementation, documentation, certification, etc.

Myth 1 – ISO/IEC 20000 is for huge organizations only: By clause 1.2, “all requirements in this part of ISO/IEC 20000 are generic and are intended to apply to all service providers, regardless of type, size, or nature of services delivered.” As a result, regardless of whether the organization is large or small, public, non-profit, or private, it can adapt to management system standards. Eventually, ISO/IEC 20000-1 assist organizations in defining the goal that must be met and applies to organizations that wish to reap its benefits.

Myth 2 – ISO/IEC 20000 can be useful only to IT infrastructure: The ISO/IEC 20000 standard specifies the requirements for a system for managing information technology services. Without a doubt, regardless of the industry, type of business, or business model, also IT services must be effectively designed, delivered, and continuously improved to meet customer needs. ISO/IEC 20000 has been used in various IT contexts such as cloud services, telecommunications, media services, and so on.

Myth 3 – ISO/IEC 20000 is not vital for internal service providers: On the other hand, several service providers who provide services have discovered benefits from being ISO/IEC 20000 certified. Every move that makes in IT services will be highly visible and will have an impact on the overall performance and image. As a result, all resources, alignments, business processes, and functions must be structured so that roles, responsibilities, and course of action are clearly defined both internally and externally. Through the Plan-Do-Check-Act cycle, the standard adds discipline to the management system, ensuring continuous improvement. Being certified by an accredited certification body demonstrates that IT service management is professional and recognized globally, while also increasing productivity to assist in the delivery of services in the face of financial constraints.

Myth 4 – The employee is aware of their responsibilities: True, but what happens when someone leaves the organization? The organization will need to hire new employees and possibly start from nothing. However, having a documented management system, processes, procedures, and related, new employees can be easily guided and integrated into the organization, avoiding downtime, rework, confusion, and time and money. The ISO 20000 awareness training can be helpful in such cases to provide information about ISO/IEC  20000 requirements quickly to new employees.

Myth 5 – ISO/IEC 20000 is based on ITIL; therefore, the service providers should use ITIL as a basic framework: ITIL and ISO 20000 have some similarities and dissimilarities. ITIL is an IT infrastructure library; it is a library of best practices and processes related to IT services and IT infrastructure. ISO/IEC 20000, on the other hand, is a standard for IT service management that is, to some extent, based on ITIL. Another important aspect of ISO 20000 is that all 256 mandatory requirements must be met to comply with the standard requirements; there are no exceptions. It is up to the organization to decide how many processes or functions to implement under ITIL.

Myth 6 – ISO/IEC 20000 will slow down the service management and will make it more undemocratic: It is possible that if an organization creates complex procedures, the service provider staff will not use them properly. The standard requires that service providers use documented processes and procedures. ISO/IEC 20000-1, on the other hand, tells what to do, but the organization can decide how to do it and can choose to make it more flexible and productive.

Myth 7 – To get certified against ISO/IEC 20000 I need to know all about ITIL: That is not correct; an organization can obtain ISO/IEC 20000 certification without knowing anything about ITIL; though, more knowledge is better. When implementing ISO/IEC 20000, having extensive knowledge of ITIL and its version could provide a wide range of benefits to the business, such as improved IT service quality, as well as increased productivity, lower costs and many more.

List of Mandatory Documents of ISO/IEC 20000 IT Service Management

ISO/IEC 20000 IT Service Management is a global standard that specifies the requirements for a system that manages information technology services ITSMS. It describes several management practices aimed at assisting firms in providing more effective IT services to both internal and external clients. Its major goal is to reflect best practice recommendations from the ITIL Information Technology Infrastructure Library framework; however, it also supports other IT service management frameworks and methodologies. The ISO/IEC 20000 standard was intended to replace the British Standard 15000 and to provide a globally recognized management system services information technology standard. And since we all know how stressful the documentation process can be, here are three basic measures to follow when preparing for the ISO/IEC 20000 documentation.

• Documentation Structure: Before starting, anything Organization should make its policies, process, and descriptions from the same template. This way, anyone will be able to make navigation throughout the documentation set easier.
• Classification: SMS requirements and processes are the two key aspects of ISO 20000. The sequence should be followed while preparing the documentation. Try to prepare the SMS system documents first, for example, such as policies, scope, etc. Then perhaps you should deal with document processing. Finally, these documents must be reviewed.
• Content: ISO 20000 has contained some mandatory requirements for policies and procedures. The standard has specified certain requirements. However, the organization may need to contain some non-mandatory elements as well. Sometimes, the number of required documents also depends on the size and type of the organization.

Mandatory documents required by ISO/IEC 20000-1

Here is the list of ISO/IEC 20000-1 documents that need if anybody wants to be compliant with the ISO/IEC 20000-1:2018 standard

• Scope of the Service Management System according to the clause 4.3
• Service management policy and objectives according to the clauses 5.2 and 6.2
• Risk assessment and management for the SMS according to the clause 6.1.2
• Service management plan according to the clause 6.3
• Change management policy according to the clauses 7.5.4 d and 8.5.1.1
• Information security policy according to the clauses 7.5.4 d and 8.7.3.1
• Service continuity plans according to the clauses 7.5.4 d and 8.7.2
• Processes of the organization’s SMS according to the clause 7.5.4 e
• Service requirements according to the clauses 7.5.4 f, 8.2.2, and 8.3.3
• Service catalogs according to the clauses 7.5.4 g and 8.2.4
• Service level agreements according to the clauses 7.5.4 h and 8.3.3
• Contracts with external suppliers according to the clauses 7.5.4 I and 8.3.4.1
• Agreements with the internal suppliers or customers acting as a supplier according to the clauses 7.5.4 j and 8.3.4.2
• Services that are provided or operated by other parties according to the clause 8.2.3.1a
• Service components that are provided or operated by other parties according to the clause 8.2.3.1b
• Processes, or parts of processes, in the organization’s SMS that are operated by other parties according to the clause 8.2.3.1c
• Customers, users, and other interested parties of the services provided according to the clause 8.3.2
• Release acceptance criteria according to the clause 8.5.3
• Risks for service availability, service continuity, and information security according to the clauses 8.7.1, 8.7.2, and 8.7.3.2
• Procedure for classifying and managing a major incident according to the clause 8.6.1
• Procedure for continuing operations in the event of a major loss of service according to the clause 8.7.2 b
• Procedure for restoring normal working conditions after service disruption according to the clause 8.7.2 e
• Capacity requirements according to the clause 8.4.3
• Design of new or changed services according to the clause 8.5.2.2
• Service availability requirements and targets according to the clause 8.7.1

Other documents that can be used to implement ISO/IEC 20000-1 are listed below. Depending on the complexity and structure of the organization, usage may differ.

• Procedure for determining the context of the organization and interested parties according to the clauses 4.1 and 4.2
• Procedure for addressing risks and opportunities according to the clause 6.1
• Procedure for competence, training, and awareness according to the clauses 7.1.2, 7.2, and 7.3
• Procedure for document and record control according to the clause 7.5
• Procedure for management of nonconformities and corrective actions according to the clauses 10.1
• Procedure for monitoring customer satisfaction according to the clause 8.3.2
• Procedure for internal audit according to the clause 9.2
• Procedure for management review according to the clause 9.3

Why is Valuable to Implement the ISO 20000 System in the Organization?

ISO/IEC 20000 is the international standard explicitly for IT Services Management System. It defines a united set of management processes that form a service management system for the operative delivery of services to the business and its clients.

What is an ISO 20000 standard?

ISO 20000 is the universal standard for IT Service Management, which was published by ISO, and ICE. To develop an international standard, ISO 20000 had to be agreed upon by a mainstream of member countries, which means it is recognized by a majority of countries worldwide. The ISO/IEC 20000-1:2018 standard defines a set of management processes designed to help you carry out more effective IT services. ISO 20000 standard gives you the methodology and the framework to help you manage your ITSM while allowing you to prove that your company follows best practices; in turn, these best practices will help to improve your delivery of IT services. And ISO 20000 applies to any organization size and any industry.

What are the salient points of ISO 20000 for the organization to make valuable?

The benefits of ISO 20000 cannot be excessive, any size of an organization large or small has to use this standard for prodigious effect, determining and securing cost and savings and that make the organization valuable. The ISO 20000 Awareness Training can help management to understand the overview and requirements of the IT services management system. Here are some key points that an ISO 20000 certified organization can achieve after successful ITSM system implementation.

• ISO/IEC 20000 standard is the internationally recognized standard for IT Service Management. Its international approval has been speedy in recent years, as organizations see it as an important differentiator in the marketplace. And, as a widespread and established standard, you can be sure of the efficacy and scalability of the processes. That means it improves the image and integrity of an organization.
• Implementing an ISO 20000 standard in the organization increases a competitive advantage through improved productivity and efficiency because of more stable IT services. That means your organization becomes more productive.
• Applying proper ISO 20000 standard helps to deliver improved IT services that better meet their requirements, even though at the same time better protecting the company and its assets, shareholders, and management. That means whether it is an internal or external customer it increased customer satisfaction.
• To identify necessary improvements for the organization. assess your organization’s procedures, actions and compared them with the international standard for ITSM, which helps you to easily classify and implement any necessary changes. Because it is important to meet the required level of service. Which helps to create a benchmark and constant improvement makes your organization improve.
• ISO/IEC 20000 standard helps you line up IT services with an extensive business strategy. Make ensure the main focus of the organization is to give the best IT Service Management solutions, which are best suited to serving your customers and the needs of the business.
• ISO 20000 creates a rigid framework of best practices that benefits sustenance innovation. A quick modification in your organization can be handled more proficiently and with better speed, which decreases internal and external risk levels and is more probably meets the organizational aims. That means developing the organization more agile and embracing quick changes. 
• Through more active and effective delivery of IT services, you can give your organization perceptible advantages over your competitors by giving the best services to your customer, and that is how you can gain a competitive advantage.