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.

AI and ISO 20000: Upgrading to IT Service Management Standard

In this digital age information technology is the backbone of every business. The ISO 20000 standard developed just because to know the efficient delivery of IT services. The ISO 20000 set out of the criteria for establishing, controlling, maintaining, and continuous management system. The assumption of AI is now reshaping the IT service management pushing the businesses towards the ISO 20000 certification with the efficiency and effectiveness.

The ISO 20000 Certification

ISO 20000 Certification reflects an organization’s dedication to providing high-quality IT services. It focuses on aligning IT services with corporate goals, ensuring customer satisfaction, and continuously improving service delivery procedures. While gaining ISO 20000 certification is an important milestone, using AI has the potential to transform ITSM process.

The AI Powered Growth in ITSM

In the digital age, IT service excellence has become an expected rather than a goal. ISO 20000 certification raises the bar for IT service management, and artificial intelligence serves as a catalyst for meeting and exceeding those standards.

AI-driven ITSM changes the game in several basic ways:

• Automated Incident Management: AI chatbots and virtual assistants can quickly resolve typical IT incidents, allowing human workers to focus on more complicated duties.
• Predictive Maintenance: AI algorithms analyse IT infrastructure data to anticipate possible faults and schedule maintenance ahead of time, reducing system downtime.
• Self Service Portal: AI-driven self-service portals enable users to solve typical IT problems on their own, increasing efficiency and lowering IT support calls.
• Performance Analytics: AI gives real-time analytics and insights into IT service performance, enabling organizations to discover bottlenecks and improve service delivery.
• Problem Root Cause Analysis: AI can analyse massive datasets to uncover the underlying reasons of reoccurring IT issues, allowing organizations to adopt long-term remedies.

AI and ISO 20000 Alignment

Let’s see the how AI align with the specific ISO 20000 clauses:

1. Clause 4: Organizational Context: AI improves an organization’s understanding of its IT context, allowing it to make more educated decisions that correspond with business and service objectives.
2. Clause 5: Leadership: AI helps leaders by delivering real-time ITSM data and insights that allow for informed decision-making and strategic planning for service enhancements.
3. Clause 6: Planning: AI’s predictive skills help with risk assessment, capacity planning, and the development of preventive actions to ensure the efficient delivery of IT services.
4. Clause 7: Support: AI automates basic ITSM procedures, such as incident and problem management, to ensure prompt and efficient support services.
5. Clause 8: – Operation: AI-powered performance monitoring guarantees that IT services adhere to ISO 20000 standards and business needs.
6. Clause 9: Performance Evaluation: Artificial intelligence continuously monitors IT service performance, providing data for performance evaluation and assisting organizations in tracking their progress towards service objectives.
7. Clause 10: Improvement: AI finds possibilities for service improvement and assists organizations in implementing data-driven changes to their ITSM procedures.

AI-powered ITSM auditor training improves the quality of IT services while also streamlining service delivery. As AI technologies progress, organizations that implement AI-driven ITSM processes will not only exceed ISO 20000 requirements, but will also be leaders in offering smooth, efficient, and customer-centric IT services. The combination of ISO 20000 with AI is a winning formula for organizations looking to thrive in the digital era, raising IT service management standards and transforming the IT environment for the better.

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.

What are the Critical Aspects of the ISO 20000 IT Service Management System (SMS) Policy?

By putting ISO/IEC 20000-1 standards into practice, a company can enhance its ability to provide services by increasing and improving customer trust and fostering a robust service foundation. Organizations that are structured by ISO/IEC standards will be better equipped to plan resources and responsibilities, provide higher-quality services, embrace a continuous improvement culture, and increase productivity and efficiency. Adhering to ISO/IEC 20000 certification would facilitate compliance with other comparable standards and laws since it is structurally aligned with other management system standards.

A document known as the service management system (SMS) policy offers top-level direction on how the company will handle service management. The goals and overarching philosophy of the service organization are outlined in the SMS policy. Senior management has given it approval, and every employee uses it as a guide to help them behave. The process of putting a service management system (SMS) into place requires developing an SMS policy. Other SMS components, such as the service catalogue, service level agreements, and procedures, can be developed on top of the SMS policy. Another essential component for expanding the service plan is the SMS policy. To make sure the SMS policy is relevant to the evolving needs of the company, it should be evaluated and updated regularly.

1. Defining the scope of the SMS

A service management system (SMS) is a set of guidelines and protocols used to oversee services. It covers techniques for organizing, creating, implementing, running, and enhancing services. An organization may choose to put in place an SMS to improve productivity or adhere to industry norms. Upon deciding to deploy an SMS, a company must specify the system’s parameters.

• Creating a scope statement is one method of defining an SMS’s parameters. A scope statement is a written document that outlines the project’s parameters. A description of the services that are and are not in the system should be included. A list of necessary resources and an implementation schedule should also be included in the scope statement.
• The creation of a service portfolio is an additional method for defining the reach of an SMS. A list of all the services a company provides is called a service portfolio. It also contains a synopsis of each service, along with its goals and advantages. Organizations can use the service portfolio to determine which services to include in their SMS.
• After an SMS’s scope has been established, it is crucial to create management guidelines and protocols. The seamless operation of the system and the provision of services would be enhanced by these policies and procedures.

2. Establishing service-level agreements

Formal contracts that outline the acceptable service level are known as service level agreements or SLAs, and they are signed by customers and service providers. A service level agreement (SLA) aims to specify the lowest acceptable level of service that the client may anticipate from the supplier. SLAs are a crucial component of Service Management Systems (SMSs) since they offer a means of monitoring and evaluating the performance of the service provider. Because they offer a means of gauging the performance of the service provider, SLAs are crucial for SMSs. SMSs can detect instances in which the service provider is falling short of the customer’s expectations by keeping an eye on their performance. By altering the way the supplier provides services, this information can be leveraged to raise the standard of service.

SLAs can also be applied to raise client contentment. For instance, a consumer can utilize the SLA to hold the service provider responsible if they are dissatisfied with the quality of service they are getting. SLAs assist in ensuring that service providers satisfy the needs of their clients by ensuring that services are delivered at a satisfactory level.

3. Creating and maintaining service catalogues

One essential part of the service management system (SMS) is the service catalogue. It lays out the expectations for service delivery and gives a succinct and clear summary of the services that the SMS offers. A well-functioning service catalogue will:

• Clearly state the services that the SMS provides
• Specify the requirements for the provision of services
• Assist in guaranteeing the consistent delivery of services

4. Implementing continuous improvement processes

It is imperative to continuously improve the procedures to maintain a high-quality service. This is particularly true for service management systems (SMS), which must continuously adjust to shifting user demands and environmental changes. Continuous improvement procedures can be implemented in SMS policy to help guarantee the system’s long-term efficacy and efficiency. The ISO 20000 policy document can be continuously improved in several ways. The Deming Cycle, commonly known as the Plan-Do-Check-Act (PDCA) cycle, is one such strategy. This cycle offers a methodical approach to finding and implementing system changes.

5. Defining roles and responsibilities

The process of planning, developing, providing, and enhancing services to satisfy client needs is known as service management. An organization can manage its service business with the aid of a service management system (SMS), which is a collection of procedures and policies. The tasks and responsibilities of the people and organizations engaged in service management are outlined in the SMS policy. Additionally, it offers guidelines for how service management ought to be carried out within the company. Organizations may better plan, create, deliver, and enhance their services with the aid of service management. They also make it possible for service providers to monitor and summarize customer satisfaction. Service-level agreements (SLAs), service portfolios, and service catalogues are examples of common service management tools.

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.

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.

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.

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.