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.

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.

Things to Know before Implementation of ISO 20000 – IT Service Management System in Your Organization

ISO/IEC 20000 is the first international standard for IT service management (ITSM). IT service management (ITSM) is a discipline for managing information technology (IT) systems, from the customer’s perspective of IT’s contribution to the business. ITSMS stands in deliberate contrast to technology-cantered approaches to IT management services and business interaction.

Customers are becoming ever more sophisticated, better informed and their expectations are continuously growing. For any business, the only way to keep ahead is to provide a better level of service than the competition. But how can you demonstrate this to your customers?

One way to consider effective implementing an IT Service Management system that meets the requirements of an internationally recognized standard — ISO 20000, is to choose an experience ISO 20000 Consultant who can taking care of everything from gap analysis, documentation to system implementation as well as internal auditing. Choosing this approach means that you should not have any doubt on implemented system and can apply for an independent certification body to assess the system and confirm that your IT Service Management System is effective and uses best practice principles.

ISO 20000 is primarily concerned with the areas of Service Support and Service Delivery of the Information Technology function. The three key objectives are:

• To align IT services with the current and future needs of the business and its customers.
• To improve the quality of the IT services delivered.
• To reduce the long term cost of service provision.

ISO 20000 is heavily based upon the IT Infrastructure Library (ITIL). It provides a framework that defines a set of inter-related service management processes essential for the delivery of high quality services that satisfy the business and customer requirements.

Implementation of ISO 20000 brings with it many benefits:

• Creates competitive advantage via the promotion of consistent and cost-effective services.
• More efficient use of resources for service provision leading to cost reductions.
• Lower incident volumes, faster incident resolution and less business disruption because of service failures.
• Alignment of information technology services and business strategy.
• The creation of a consistent approach that facilitates organizational change.
• Reduced risk of not being able to meet business objectives and Service Level Agreement targets.
• Higher customer satisfaction and improved reputation.
• A continuous improvement in the quality of IT services.

Punyam.com – Global Manager Group provides advisory support for your ISO 20000 implementation project. The methodology adopted by us is as below:

• Gap Analysis and Audits: An evaluation of your current capabilities against the standard.
• Mentoring and Implementation Support: Use our expertise to advice and guide your organization through the changes.
• Training: In-house training courses and workshops to help staff understand the changes required, including preparing key staff to be able to perform the required regular ISO 20000 internal audit Training and ISO 20000 Lead Auditor Training.
• Implementation: Most service organizations will already have in place many of the attributes of ISO 20000, however, they need to be reviewed against the standard to ensure they are consistent, effective and embrace best practice principles. As with most standards, there is an inherent synergy between ISO 20000 and other Management Systems (e.g. ISO 9001:2015). Organizations which have implemented these systems will already have addressed some of the areas covered by ISO 20000 and will find implementation easier.

What is ISO 20000 Audit Checklists and Advantages?

The International Organization for Standardization established ISO 20000 to help service management groups. The ISO standards cover the complete life cycle of a service management system. The standards apply to the management of information technology groups, creating common terms and processes. Using a checklist for ISO 20000 compliance makes the audit process easier to complete.

The ISO 20000 Audit Checklist guides user to check that ITSM system is implemented as per standard requirements of ISO 20000 Certification. The Checklist ISO 20000 for any organization must have to be designed by experienced ISO auditors or ISO 20000 consultants, so that the Audit checklist helps to verify implemented system effectively. The Audit checklist document always helps to taken care of each any every clause wise requirements during implementation itself, which results in effective IT Services Management System in short time that meets ISO 20000 requirements.

This preparation checklist for ISO 22000 audits prepares the company in meeting the requirements before the actual certification audit. This checklist helps identify areas of improvement on processes and procedures and checks if customer’s product requirements were researched on, established, and implemented.

Global Manager Group is one of the leading organizations that offers such ready-made ISO 20000 documents on website that includes manual, procedures, SOPs, templates, audit checklist and more. Anyone can search for such ready-made tool available on web and use it, that reduces repetitive work and hence costs and time as well as maintain accuracy.

Advantages of Using Ready-made ISO 20000 Audit Checklists

• By using ISO 20000 audit checklist documents, you can save a lot of your precious time while preparing your company to the ISO 20000 checklist documents.
• Take care for all the section and sub sections of ISO 20000 guidelines and helps you in establishing better IT service management system.
• An ISO 20000 audit document enables you to edit the content and print all the copies you need. The user can edit ISO 20000 checklist documents according to their industry and create ISO 20000 documents for their organisation.
• Saves a lot of time and money while preparing ISO 20000 audit checklist document.
• You will get better control in your IT services management system due to such proven ISO 20000 Audit Checklist formats and templates.

5 key benefits of ISO 20000 implementation

Once implemented, ISO 20000 requirements to continuously improve IT organization’s Services Management System. The ISO implementation is continuous process and is a never-ending story. But, to start the effective system implementation, you need to start somewhere. The ISO 20000:2018 offered by experienced ISO 20000 consultant will help you to carefully develop the system that covering every requirement for the system implementation, documentation process that results in creating the effective system with ISO 20000 certification. The ISO 20000 documents that help during process and must be designed as per ISO 20000-1:2018 requirements are service management system plan, IT services policies, procedures, ISO 20000 manual, application formats, SOPs, job descriptions, ISO 20000 audit checklist, etc.

The implementation of ISO 20000 includes the management of the company’s business, as well as the management of services, indicating several options. We can argue about every single process and what ISO 20000 brings, but it will lead to endless discussion. Let’s stay on the service, i.e. the process level. In that case, the advantages of applying ISO 20000 are:

• Competitiveness and credibility – implementing ISO 20000 is your way to improve your company’s reputation, competitive edge, perception and image, and credibility (e.g., your customers will trust you when they see that your internal organization and processes are aligned with ISO 20000).

• Compliance – by your implementation of an ISO 20000-1:2018 standard, your customers know what they should expect; i.e., there are clear evaluations. Additionally, ISO 20000 takes care of legal or other regulation.

• Customer satisfaction – is there anything better in business than a satisfied customer? Well, implementing ISO 20000 makes it much easier to control IT service delivery processes and fulfilment of SLA targets. That improves the efficiency of your service management team and organization – a fact that makes your management happy.

• Productivity – let’s assume you are responsible for the whole IT service management team. Imagine a situation where everyone is clear about who does what and when, processes are defined, documented and in place, interfaces between them are clear… etc.

• Benchmark and improvement – ISO 20000 is a recognized standard for IT service management. By having it implemented, you can compare your organizational setup, processes, and services with those of other organizations. And, as with all other ISO standards, continual improvement is a cornerstone of the implementation and ensures that your Service Management System (SMS), and the IT services it supports, is regularly monitored, measured, and reviewed. That opens the possibility to be better day-by-day and helps your management get a clear picture about performance and efficiency. In real life, that means that you are able to respond to the changing business requirements, which are so commonplace in today’s dynamic business environment.

So, as you can see, the advantages of the ISO 20000 implementation relate to both the business and operational ends. Your management is aware that excellence in delivery of services enables business excellence.