A Guide to IT Service Management System - ISO 20000

by Elina D

The International Organisation for Standardisation (ISO) and the International Electoral Commission (ICE) established an international and universal standard of management processes to allow organisations to manage and improve their IT Service Management Systems. The provided methodology is called IT Service Management System - ISO 20000 and applies to all organisations, regardless of size and industry.

IT Service Management System

What is SMS (ISO 20000)?

ISO 20000 provides a set of management processes that make IT services more efficient, effective, and productive. To offer beneficial services to organisations and their clients, ISO 20000 establishes the guidelines and framework to operate ITSM, gives a certification validating the organisation’s functions, and ensures a company’s practices enhance its IT operations.

ISO 20000 allows a company’s IT department to ensure its ITMS operations are compatible with its business goals and transactions, both national and international. ISO 20000 enables organisations to keep track of their managed services, monitor progress, and assess their timetable.

Why Do Organisations Need SMS (ISO 20000)?

ISO 9001 , QMS 9001ISO 27001, ISMS 27001

An ISO 20000 certification benefits all companies — start-ups or established — as it provides them with a universal standard to enhance their IT practices effectively and cost-effectively in a time-saving method.

#1 Improve Brand Reputation

ISO 20000 is the one and only universally acknowledged and recognised IT Service Management standard. Given its international approach and approval, organisations with an ISO 20000 certification can use their certificate to attest to their validity and credibility. An ISO 20000 approval sets a company apart in a competitive industry as it indicates regulatory compliance, improving the organisation’s image and brand value.

#2 Increase Productivity

With ISO 20000, companies get the assurance their IT facilities are up and running correctly. A well-maintained IT system improves efficiency, speed, and reliability. With an organised and effective IT department, organisations can increase their productivity and yield better results.

#3 Constant Monitoring

A well-running IT system allows organisations to track their processes and progress and use it to compare their performance against the standard ITMS processes. An established standard set enables companies to gauge their status and areas of improvement, identify weak points, and eliminate them.

#4 Client Happiness

The status of an organisation’s IT system is directly proportional to client happiness. The better and more enhanced IT processes are, the more satisfied clients are. Smooth IT processes produce more effective, speedy, and accurate results, impressing customers, investors, and clients.

#5 Integrated Operations

The IT Service Management System - ISO 20000 enables a company to implement processes that match its overall business aims and needs.

#6 Cost-Efficient Operations

A clearer understanding of IT operations allows organisations to predict their results and financial gains. Instead of spending money on repairing or changing IT processes, an ISO 20000 certification signifies smooth operating IT processes, saving time and resources.

#7 Stay Ahead of Competitors

More advanced and efficient IT services enable companies to stay ahead of their competitors by operating cost-efficiently, increasing productivity, working in an organised environment, and gaining client loyalty.

#8 Room for Improvement

An ISO 20000 certification allows organisations to stay up-to-date with technological advancements and the latest innovations. In a world where digital products evolve daily, ISO 20000 helps companies stay in touch with technological changes and update and upgrade their processes accordingly. Upgraded IT operations ensure better customer reception and help companies meet their business goals.

Process Requirement Mapping

IT Service Management System

The ISO 20000 certification maps a list of requirements organisations must meet to get certified. The given requirements pertain to the standard of a company’s IT services and their quality of customer assistance.

● Company’s background
● Leadership positions
● Planning process
● Service management system
● Operation of the service management system
● Monitoring progress
● Scope of improvement

Upon clearing the specified requirements, an organisation must also pass audits, including:

#1 Internal Audit

An internal audit evaluates a company’s IT processes and identifies hidden threats and vulnerabilities in the system that might hinder the organisation’s productivity and operations.

#2 Managed Decisions

The second step entails the organisation’s leaders, such as the director, investors, shareholders, and head of the department, compiling documents about the company’s IT managed services.

#3 Problem Solving

The final step requires companies to formulate a plan of action to solve and eliminate the discovered threats and problems in the IT system and document the procedure.

The process requirement mapping consists of regulatory guidelines the companies must adhere to qualify for an ISO 20000 certification.

#1 Service Documentation

Companies should provide a detailed report highlighting their IT services, the lifecycle of IT operations, and proof of high-quality customer service and satisfaction using IT processes, such as catalogue management, asset organisation, and system configuration.

#2 Customer Relationship

Companies should have a strong relationship with their clients and higher-ups through business relationship processes and service level management.

#3 Financial Management

Thorough documentation of the company’s financial and accounting processes should be provided. The report should include a budgetary analysis to observe customer satisfaction, demand, and the capital required to supply the services demanded.

#4 Adapt to Changes

Organisations should be able to adapt to management and technological changes and must create and devise new processes using their IT-managed services.

#5 Identification and Solution

A thorough investigation of IT processes should be conducted to spot vulnerabilities and unpredictable functions, which should be analysed using problem management services to develop new and innovative strategies for combating them.

#6 Service Monitoring

IT managed services should be regularly observed to check the functionality of services per the required service-level demands. Constant observation would prevent system challenges that affect user activity, confidential data, associated accounts, and system configuration reports.

Operation of the Service Management System

Operation of the Service Management System is one of the main clauses and requirements of ISO 20000 that ensures ITMS operations run efficiently and smoothly. All operational service processes come under Service Management System operations, including process planning, service interface, customer service, and process control.

Final Thoughts

IT Service Management System - ISO 20000 provides a benchmark for organisations to help them improve and enhance their IT processes. This standardised set of guidelines offers a certification that increases client satisfaction and productivity and gives companies an edge over their competitors.

ISO 9001, QMS 9001ISO 27001, ISMS 27001