Information Technology Service Management System (ITSMS) – ISO 20000-1:2018
ISO 20000-1:2018 is an internationally recognized standard for Information Technology Service Management Systems (ITSMS). It provides a framework for organizations to effectively manage, deliver, and improve their IT services while ensuring alignment with business objectives and customer expectations.
Implementing ISO 20000-1:2018 helps organizations establish efficient IT service management processes, improve service quality, enhance customer satisfaction, and ensure consistent delivery of reliable IT services. The standard supports effective incident management, risk control, continual improvement, and better utilization of IT resources.
Improves the quality and reliability of IT service delivery.
Enhances customer satisfaction through effective service management.
Establishes structured IT processes and controls.
Improves incident, problem, and change management practices.
Ensures better utilization of IT resources and infrastructure.
Reduces service disruptions and operational risks.
Supports continual improvement of IT service performance.
Enhances organizational credibility and business opportunities.
Demonstrates compliance with internationally recognized IT service management standards.
Submit the certification application and approve the certification proposal.
Conduct an optional gap assessment to evaluate the existing IT Service Management System against ISO 20000-1:2018 requirements.
Stage 1 Audit is performed to review documented information and assess organizational readiness for certification.
Stage 2 Audit evaluates the effective implementation and performance of the IT Service Management System.
After successful completion of the audit process, the certification decision is made and the ISO 20000-1:2018 certificate is issued.
Surveillance audits are conducted periodically to verify continued compliance and continual improvement.
Re-certification is carried out after the certification cycle to maintain the validity of the certificate.
