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.

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.

12 Tips to Improve the ISO/IEC 20000 Audit’s Pleasantness

Published by ISO and IEC, ISO 20000 is the universe standard for IT service management (ITSM). 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 series of management procedures intended to help you provide IT services more successfully. The methodology and structure provided by ISO 20000 help to manage the ITSM while demonstrating that the business adheres to best practices, which will enhance the quality of the IT service delivery. And ISO 20000 applies to businesses of any size and in any sector. Here are mentioned some tips that help to make the ISO/IEC 20000 audit process easy.

• Conduct an ISO/IEC 20000 Mock Audit: In a mock audit, also known as a dry run, a qualified person assumes the role of the certification auditor. and poses as a guide who takes the auditee through a real audit. with a fake audit report included. 
• Always be ready for an ISO/IEC 20000 Audit: A good mindset to have is to always be ready for an audit.
• Keep documents and records in one place: If the organization has a document management system. Use it to store all the documents. If you have automated solutions, use those to store the ISO 20000 records.
• Know the ISO/IEC 20000 audit requirements and evidence: The organization knows the requirements the auditor expects you to meet. Participate in an ISO/IEC 20000 awareness PPT training course at work.
• Launch the applications before the interview: Speaking of preparing for an audit, make sure to launch every application that has records that the organization wants to show.
• How to know that the process or service is effective: The effectiveness of the service management system (SMS) is what matters most. Make sure the organization measures the effectiveness of the process if they are the process owner of the service. Act upon effectiveness issues with priority. And document all those actions. Through the continual improvement process.
• Ensure that the top management or senior individual is also present: During audits, leadership must show its commitment. Being present during an audit interview is one way of doing so. And accepted by the boss when management decisions were made. Decisions that may have caused the process or service to perform not the way was intended.

Tips that benefit during the ISO/IEC 20000 audit

• Mentally prepare for surprises: Even the best preparation may come with surprises during the audit interview. An unexpected question from the auditor. A co-worker chimed in and derailed the thought process. Or a disagreement over a finding or an opportunity for improvement.
• Educate the ISO/IEC 20000 auditor: Particularly, the auditor who audits for the first time does not know the organization, the business processes, the organizational structure, the successes, and achievements, or the titles, acronyms, and other language that is specific to the organization. So, build in time during the interview to educate the auditor. The better he or she understands the employees and the organization, the more value to the auditor can be.
• Be passionate and show confidence: Express how excited you are owning the process or the service. How you have immersed yourself in the requirements of the ISO/IEC 20000-1 standard? And how you have educated yourself and those you work with through formal ISO/IEC 20000 auditor training and awareness sessions. Convey with confidence your eagerness to learn more about the users of your process or the consumers of your service. And how you continuously improve your process or service to ensure its relevance and contribution to the results and outcomes of your organization.
• There is always scope for improvement: No process or service will ever be perfect. Auditors understand this. And they are expecting it not to be. So, missing out on a target now and then is normal. Simply accept the finding. And collectively with peers determine and execute improvements.

Tips that benefit after the ISO/IEC 20000 Audit

• Timely follow-up on corrective action plans and findings: When the auditor has determined a nonconformity or an opportunity for improvement of the process or service, follow up promptly. Organizations are given a certain amount of time to provide a corrective action plan. Provide the plan before the due date. And execute the plan according to the target dates as promised in the plan.

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.

How ISO 20000 Auditor Can help you for implementing IT Service Management System?

IT Services Management – but also known as ITSM- includes all the IT function of including policies, coordinating and integrating processes and supporting the underlying mechanisms. These processes are handled by the whole or part of the organization to plan, deliver and manage IT services to customers. It is therefore affected by the quality performance of IT services to customers through direct and systematic processes and processes. Managers of this certification are considered by employers as professionals who can integrate business strategy with IT. As a candidate, you will be able to manage, plan to deliver high quality IT services.

An IT Service Management Certificate (ITSM) can be issued by any accredited body providing such certificates. No legal qualifications are required to take an IT Service Management Foundation course or exam without any experience and knowledge in the IT service that provides organizations or departments of any corporate or business organization. There need to be familiar with the IT service or have experience working with an organization or organizations that deal with IT services. You can also take an Online ISO 20000 lead Auditor Training Course to become trained ISO 20000-1: 2018 lead Auditor for IT Service Management System.

As there are no formal requirements for obtaining an ITSM certification, however it need to disclose their knowledge of the objectives and content of ISO/IEC 20000. The incumbent should also have experience with an IT-responsible organization or an IT audit. The biggest ISO 20000 certification process is to take a certification exam.

An ITSM certification is a well-known foundation known to all business organizations that interact with the day and IT organization, delivery and better customer service management. Therefore, it is an excellent proof for anyone looking to be employed in reputable business organizations or simply looking to improve the quality of their work in the IT service and administration.

Kindly Contact to Punyam Academy for qualifying as a trained lead auditor and get ISO/IEC 20000-1:2018 lead auditor certificate by Exemplar Global, after successful completion of this online course as well as passing session exam and final exam. Following are the course objectives of Punyam Academy’s ISO 20000: 2018 Lead Auditor Online Training e-learning course:

1. Familiarize with ISO/IEC 20000-1:2018 Requirements in detail.
2. Know about the resource requirements and process requirements for ITSMS.
3. Understand the documented information required by ISO/IEC 20000-1:2018.
4. Understand documentation and list of procedures to be maintained, and to check them as internal auditor.
5. Get the knowledge of internal auditing as per ISO 19011 and use of audit checklist.
6. Understand details of opening meeting as well as closing meeting and external auditing techniques to perform external audit on behalf of certifying body as a certified ISO 20000 lead auditor and audit as per ISO/IEC 20000-1
7. Know about the types of auditing and questioning techniques.
8. Familiarize implementation of ISO/IEC 20000-1:2018 Lead Auditor programs for auditing and writing non conformity and doing adequacy audit of sample documents of some company in detail.
9. Get the ready-to-use ISO 20000 2018 audit checklist with clause-wise questions to perform an effective audit.

 

ISO 20000 standard for IT Service Management – You Need to Know

To deliver the desired result to the customer, the simplest definition, and IT service is the action, or set of actions needed to perform. The mechanism of action, or risk involved in the action, is not disclosed or is in the interest of the customer; only effect. I.e. email; what the customer and business are interested in when talking about email is very simple: when they send an email, they expect it to be delivered to the recipient within a reasonable time (and vice versa).

IT Services Management is a practice focused on the delivery of IT services, and those services must be tailored to the needs of the business. A big change from the management of other IT technologies and things. Speaking of IT Services management, be aware that most organizations here are not yet aware that the IT department is an IT service provider. Therefore, in order to understand IT service management, first we need to understand what a service is.

IT organizations that use ITSM can improve access to IT staff and support as well as communication between the IT organization and the business. This is achieved by establishing an IT resource desk that serves as a single point of contact between the business and the IT organization and supports processes such as incident management, event management, and application fulfillment. The IT service desk ensures that every user can get support from IT depending on the right channel.

For an Organization to receive ISO/IEC 20000 certification, it must include the services of the Certification Certificate. It is a company responsible for providing certificates to companies seeking their services and complies with the quality requirements for which they are seeking to be issued.

And as per the IT service management system complies with the requirements mentioned in the clauses of ISO 20000-1:2018, Global Manager Group provides such editable ISO 20000 Documents that include service management system plan, policies, procedures, sample plan, templates, forms, SOPs, job descriptions, ISO 20000 audit checklist for  ISO 20000-1:2018 certification.

Benefits of IT Service Management

• Improve Effectiveness
• Lower Operating Costs
• Risk-Utilization of IT Changes
• Improve Performance Reporting in General Practice
• Improve Reporting within Business Activities
• Improve Effectiveness
• Improve Visibility
• Grow a Personalized Product
• Better Service and Customer Experience
• Improve access and communication channels
• Minimize unnecessary workload
• Enables Active Editing
• Save Business Time
• Save Business Fee
• Manage Transformations Effectively

Download Free Demo templates of ready to use ISO 20000 documentation kit which is provided by GMG giving information about documentation with a list of contents.

 

How ISO 20000 is perfect to improve IT services?

To be a global standard, ISO 20000 had to be agreed upon by most of the member countries, which means it was adopted by most of the countries around the world. The ISO 20000 standard describes a set of management processes that are designed to help you deliver effective IT services with service requirements you will achieve excellent performance, helping to improve your IT service delivery. And ISO 20000 applies to any size of company and any industry.

In order to preserve the confidentiality, integrity, and availability of information assets of the company, based on the ISO 20000 requirements set in the policy. The company will implement and maintain ISMS controls. In the Information Society where we live there are many companies that provide IT services, but do all companies care about customer satisfaction? In theory, everyone but the client knows this is not always true, and customers are increasingly demanding.

To satisfy our customers, we can provide a good service with acceptable quality standards, but if we can prove it then one method is available which is currently adopted by thousands of companies worldwide is the International Standard called ISO / IEC 20000 “Information Technology – Information management.”

There are many companies that use and certify ISO 20000 because it is a way of assuring customers that their services are regulated under the international code of ethics. So, for implementing and maintaining ISO 20000 is often complex because there are many processes and procedures, any organization can start a project of this nature regardless of size (though the organization will require professional support).

ISO 20000 contains processes, but what is the process? Fundamentally, a process is a recursive sequence of activities that occur within an organization to provide an outcome to the recipient. Depending on the tasks, we may have different processes, and for each process, we will need resources. Currently ISO 20000 is made up of disk processes and is organized into groups: service delivery, control, repair and relationships with suppliers.

Such ISO 20000 training ppt presentation is available, from which you can improve your business through ISO 20000 standard. And yes, your business will improve no doubt, because you will have a management plan to manage all of your business processes, and in addition, you will have the idea of ​​finding a global code of practice that you should work with.

How Punyam Academy’s ISO 20000 presentation kit on awareness and auditor training is beneficial to you?

• You can save a lot of your precious time while preparing the ISO 20000-1:2018 training course materials for your in-house training programs.
• The training and auditing for ISO 20000 IT Service Management System, is created under the guidance of experts of consulting.
• It is easy-to-learn and user-friendly and complies with all ISO 20000-1:2018 requirements.
• The soft copy of the ISO 20000 presentation and handouts are given to save time and cost.
• You can easily customize the ISO 20000 ppt slides are in the local language.
• Conveniently train your employees in-house with ISO 20000 presentation kit or online training.
• The ISO 20000 ppt presentation kit is helpful in training of both contractors and vendors.
• The ISO 20000 presentation material is aimed at strengthening the organization by system establishment and providing best training materials.

To help in establishing good Information security management system or take a look on ISO 20000 awareness and auditor training kit visit – Free Demo