ISO 20000-1 (IT Service Management)
IT service organizations and IT departments in organizations rely on the ITSM best practices from ITIL® to improve service quality and optimize cost.
Claims of compliance to ITIL® are often a self-declaration or based on an assessment report from a consultant. Third party certification against ITIL® is not possible because it is not a standard. In order to address this issue, ISO introduced ISO 20000-1 in 2005, which provides specifications for IT Service Management. These specifications can be met following the guidelines provided in ISO 20000-2: Code of Practice. ITIL® best practices supplements ISO 20000-1 by providing the best practices.
Some of the main reasons for the popularity of ISO 20000-1:2011 include:
- It provides a brief roadmap for implementing ITIL®
- An annual surveillance audit helps to demonstrate incremental improvement
- There can be significant cost savings compared to an ITIL® assessment
Benefits of ISO/IEC 20000:
- ISO/IEC 20000-1 certification provides objective evidence of compliance to ITIL best practices
- Competitive advantage
- Easy roadmap to IT Service Management implementation
- Certification drives continual service improvement
- Provides a scalable standard which can be applied to any size IT operation
- Third party endorsement of compliance to ITSM best practices.
- For internal IT, ISO 20000-1:2011 certification increases perceived value of IT services
- Performance improvements such as:
- Reduction of system outage
- Reduction of critical incidents
- Increased system availability
The process starts with the client’s needs and expectations. DQS wants to learn about the client’s organization, its management system, size and types of operation. Together both parties will define objectives for the assessment and/or certification, including applicable standards and specifications.
DQS will provide a detailed offer for assessment and certification services, tailored to individual client needs, based on the information provided initially. A written contract will specify all relevant deliverables as well as applicable assessment and certification criteria.
A pre-audit can serve as initial performance or gap analysis, identifying strengths and areas for improvement. For larger assessment and certification projects a project planning meeting provides a valuable opportunity for the client to meet the lead assessor and develop a customized assessment plan for all functions and locations involved. Both services are optional.
The assessment procedure itself begins with review and evaluation of system documentation, goals, results of management review and internal audits. During this process, it will be determined whether the client’s management system is sufficiently developed and ready for certification. The assessor will explain findings and coordinate any required activities to prepare for the on-site system assessment.
The assigned auditor team will audit the client’s management system at the place of production or service delivery. Applying defined management system standards and specifications, the assessment team will evaluate the effectiveness of all functional areas as well as all management system processes, based upon observations, inspections, interviews, review of pertinent records, and other assessment techniques. The audit result, including all findings will be presented to the client during the closing meeting. Required action plans will be agreed upon as necessary.
The independent certification function of DQS will evaluate the audit process and its results, and decide independently about issuance of the certificate. The client receives an audit report, documenting the audit results. When all applicable requirements are fulfilled the client also receives the certificate.
Either semi-annually or at least once per year, there will be an on-site audit of the critical components of the management system. Improvement potential will be identified, with a focus on continual improvement and sustained effectiveness.
A management system certificate is valid for a limited period of time, frequently for a maximum of three years. At the end of this cycle, a re-audit will be carried out to ensure the ongoing fulfillment of all applicable requirements. Subject to this fulfillment, a new certificate will be issued.
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