ISO/IEC 20000-1:2018 Information Technology — Service Management System is the leading international IT service management system standard, with the objective to ensure the quality of the IT services your company delivers. It outlines requirements for setting up the management system and best practices for managing an IT service, including:
 

ISO/IEC 20000-1 - Outlines requirements for setting up an IT service management system

ISO/IEC 20000-2 - Describes best practices, Organizations, including financial services, telecommunications, utilities, retail, manufacturing, transportation and government bodies, that require alignment of their IT services can benefit from the standard.

ISO 20000,  ITIL Difference
ISO/IEC 20000 certification should not be confused with IT Infrastructure Library (ITIL). Although the ITIL describes best practices that can achieve the same level of service quality required by ISO/IEC 20000, ITIL certifications normally apply to individuals, while ISO/IEC 20000 enables the entire organization to be certified. A certification assures your internal and external customers that your organization will deliver IT services at a satisfactory level of quality.

ISO 20000 CERTIFICATION PROCESS

• Prepare a gap analysis to define the scope of the IT service management system and certification.
• Prepare an implementation plan.
• Perform a pre-check audit to check if you are ready for certification.
• Begin a Step 1 audit with TUV-CERT supervizors.
• Begin a Step 2 audit with TUV-CERT supervizors. Close any non-conformances generated from the ISO 20000 audit.
• Receive your audit report and certificate after approval by the committee, and initiate surveillance audits.

BENEFITS OF AN ISO/IEC 20000 CERTIFICATION INCLUDE:

• Cost-efficient, reliable and effective IT service management architecture
• Documentation of procedures
• Continuous improvement
• Avoidance of recurring errors and incidents through improved knowledge management
• Reduced costs caused by inefficiencies
• Objective, impartial evidence of the quality of your IT services