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ISO 20000-1:2011-INFORMATION TECHNOLOGY MANAGEMENT
ISO 20000-1:2011 is an international standard for INFORMATION TECHNOLOGY MANAGEMENT (ITM)
What is ISO 20000-1:2011 - INFORMATION TECHNOLOGY MANAGEMENT?
ISO IEC 20000-1 is a service management standard that covers a wide range of topics. ISO/IEC 20000-1:2011 is the official name of this standard. ISO IEC 20000-1:2011 is designed to show service providers how to set up a service management system (SMS). A service management system (SMS) is a collection of interconnected or interacting elements that service providers employ to direct and control their service management activities. All of the policies, objectives, processes, procedures, documents, and resources that service providers require to direct and manage how services are planned, designed, implemented, deployed, monitored, measured, evaluated, maintained, and improved are included in this category.
ISO/IEC 20000-1:2011 improves IT service management standardization by correlating to the following:
- Establishing a framework for defining and implementing a set of processes;
- Obtaining third-party accreditation for the organization’s maturity level;
- Maintaining a demonstrated service quality
- Maintaining improved alignment between business objectives and IT
Why a New Version?
All ISO standards are reviewed on a regular basis to ensure that they are current and relevant to the needs of enterprises all over the world. The update to ISO/IEC 20000-1 is intended to provide a clear set of best practice guidelines to assist companies in delivering consistent and robust services that develop in response to customer expectations. ISO/IEC 20000-1:2018 is expected to provide the following benefits:
FLEXIBILITY
Certain details have been deleted to provide organizations more leeway in meeting the requirements.
TERMS AND DEFINITIONS
They have been updated to reflect terms that are particular to management system standards. The terminologies and definitions specified in ISO/IEC 20000-1:2011 now have a reference.
CLAUSES
Clauses have been amended or added to reflect current service management trends, such as commoditized services and the management of several service providers by a service integrator.
NEW HIGH-LEVEL DOCUMENT STRUCTURE
In accordance with other management system standards, a new high-level document structure has been established, making it easier for businesses to comply with numerous standards.
REQUIREMENTS FOR DOCUMENTED AVAILABILITY
The criteria for documented availability and capacity plans have been replaced with requirements to plan for service availability and capacity.
AUDITS SHOULD BE SCHEDULED WITH NOTIFIED BODIES
Notified Bodies are organisations tasked with auditing medical device businesses for ISO 13485 compliance. Certification audits are undertaken in two stages, with the certification issued after the second stage.
Why ISO 20000-1:2011 is Important?
1. Provides the capacity to properly manage suppliers.
2. Manages vendor relationships through effective service level management.
3. Assures that IT services satisfy the client’s requirements.
4. Staff awareness and accountability.
5. Allows businesses to manage their information technology through the service supply chain.
6. Allows for a more efficient and effective handover of IT services.
7. Shows service consistency and reliability.
8. It improves the company’s reputation and strengthens ties with important stakeholders.
9. Establishes a consistent framework for employee training and advancement.
10. Reduces the risk, cost, and time it takes to introduce new products and services to the market.
11. When working with an organization that has ISO/IEC 20000 certification, clients, business partners, and other stakeholders have more confidence.
12. Provides a distinct competitive advantage for the organization.
13. Better automation of IT service management operations is possible.
14. Assists in the fulfillment of customer and/or other stakeholder requirements.
15. Consolidates the trust of the organization’s consumers, suppliers, and partners.
16. Complies with all applicable laws and regulations at the national, regional, and international levels.
Industries that need ISO 20000-1:2011 Certification
Here are some of the benefits of ISO 9001: 2015 to the Business Enterprises:
1
An organization that is looking for services from service providers and wants assurance that their needs will be met.
2
A company that demands all of its service providers, including those in the supply chain, to take a consistent approach.
3
A service provider that wants to show off its capacity to create, transition, deliver, and improve services that meet customer needs.
4
A service provider's service management processes and services are monitored, measured, and reviewed.
5
Through the effective implementation and operation of an SMS, a service provider can improve the design, transition, and delivery of services.
6
The criteria for a conformity evaluation of a service provider's SMS to the requirements in this part of the ISO/IEC 20000 are an assessor or auditor.
Certification Process
The following is the typical procedure for an organization seeking ISO 20000 certification:
1.
THE MANAGEMENT SYSTEM'S IMPLEMENTATION
A management system must be in use for a period of time before it can be audited. The certifying bodies usually require a minimum of three months.
2.
TOP MANAGEMENT'S INTERNAL AUDIT AND REVIEW
A management system must have at least one internal audit report and one management review before it can be accredited.
3.
THE CERTIFICATION BODY MUST BE CHOSEN (REGISTRAR)
Each organisation can choose its own certification body (registrar).
4.
PRE-ASSESSMENT AUDIT (OPTIONAL)
An organisation may choose to conduct a pre-audit in order to discover any potential gaps between its current management system and the standard’s requirements.
5.
AUDIT AT STAGE 1
A review of the management system’s design for conformity. The major goal is to ensure that the management system is built to meet the requirements of the standard(s) as well as the organization’s goals.
6.
AUDIT AT STAGE 2 (ON-SITE VISIT)
A review of the management system’s design for conformance. The major goal is to ensure that the management system is built to meet the requirements of the standard(s) as well as the organization’s goals.
7.
CONDUCT A FOLLOW-UP AUDIT (OPTIONAL)
The goal of the Stage 2 audit is to see if the stated management system meets all of the standard’s requirements, is being implemented in the business, and can help the business meet its goals.
8.
REGISTRATION CONFIRMATION
the Registrar approves the registration and publishes the certificate if the organisation complies with the standard’s standards.
9.
CONTINUOUS IMPROVEMENT AND SURVEILLANCE
- After an organisation is registered, the Certification Body conducts surveillance actions to ensure that the management system continues to meet the standard.
Verdict
ISO/IEC 20000-1:2011 provides principles for establishing, implementing, maintaining, and continuously improving a service management system in an organisation. This international standard document can be used by a variety of people, including customers who are looking for services and want assurance about the quality of those services, as well as customers who need a consistent approach to the service lifecycle.
REGISTRATIONS
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