ISO 20000 : Clause 5 - Leadership

by Alex .

The ISO 20000 Clause 5-Leadership standard offers businesses dedicated to giving their clients high-quality services a thorough and integrated approach to service management. The standard was created to assist businesses of all sizes in streamlining their customer service and support procedures. The ISO/IEC 20000 international best practice for service management is the standard's foundation. No matter how big or what sector a firm work in, it can be leveraged to provide services.



An organization must create and implement a service management system that complies with the standard's requirements to receive certification to ISO 20000. To ensure the system complies with the standard, an accredited certification authority must audit it. Organizations that have earned ISO 20000 certification can use it to prove their dedication to providing high-quality services. Additionally, the certificate can be utilized to raise the organization's level of profitability, attract new clients, and foster customer confidence.

What are the benefits of ISO 20000?

The advantages of ISO 20000 Clause 5 for leadership are numerous and extensive. First, the ISO 20000 standard offers a comprehensive framework for service management, giving executives a solid instrument to boost organizational performance. Organizations that have achieved ISO 20000 certification can show that they are dedicated to service delivery effectiveness, customer satisfaction, and continuous improvement. Additionally, to higher sales and profitability, this also boosts staff morale and retention. Additionally, executives who have earned an ISO 20000 certification can show their partners, suppliers, and consumers that they are dedicated to quality and continual improvement.

Clause 5.1 - Leadership and commitment

The broad adoption of ISO 20000 is a blatant sign that the IT industry values service management as a crucial component of essential business operations. The standard offers a comprehensive framework for planning, putting into practice, managing, and enhancing a company's service management system. However, leadership and dedication are required for ISO 20000 to be successfully implemented. Effective leadership ensures the organization's commitment to providing excellent customer service permeates all organizational levels. Additionally, it offers the assistance and materials needed to guarantee the accomplishment of the ISO 20000 Clause 5 implementation project. This article will provide an overview of ISO 20000 and what you need to do to ensure its success if you consider using it in your business.

ISO 20000 Templates

Clause 5.2.1 - Establishing the service management policy

ISO 20000 Clause 5 leadership is a global standard for IT service management. It provides organizations with a base for providing effective and efficient IT services that meet the needs of their customers. One of the key requirements of ISO 20000 is that a company must have established rules and procedures in place. The organization's capacity to consistently deploy its IT service management system and continuously improve its services is supported by these rules and procedures. In order to comply with ISO 20000, a business may utilize the following policies as examples:

  • Policy for service level management
  • Configuration management policy
  • Incident management policy
  • Problem management policy
  • Change management policy

These rules should be in line with the organization's broad business objectives to guarantee that they continue to meet the needs of the organization and its clients. Additionally, they must be frequently updated and examined.

Clause 5.2.2 - Communicating the service management policy

To ensure that the policies are understood and regularly implemented, it is crucial for a company to effectively communicate its service management policies to all stakeholders who may be affected. An organization can convey its policies in a variety of methods The policies in the training materials for new hires so they are all familiar with them before beginning work. Making the policies accessible to employees via the organization's internal intranet or other internal communication channels Customers can be informed of the rules via the company website or by reading them in customer-facing documents like service level agreements (SLAs).

Holding frequent meetings with staff to go through the policies and how they pertain to the work of the business. Additionally, an organization must have a procedure in place for routinely evaluating, updating, and notifying the appropriate parties of any changes to its rules. This makes it easier to make sure the policies continue to be applicable and helpful in addressing the needs of the organization.

Clause 5.3 - Organizational roles, responsibilities and authorities

Clarifying the roles, duties, and powers of each person and team involved in providing and managing IT services is crucial for any organization aiming to adhere to ISO 20000 Clause 5 leadership . This makes it easier to ensure that everyone knows their duties and has the power necessary to carry them out successfully.
In an organization's efforts to comply with ISO 20000, some roles that might be defined include:


ISO 20000-Leadership

  • The service level manager is in charge of negotiating and overseeing service-level agreements with clients.
  • The person in charge of coordinating the repair of service interruptions or outages is an incident manager.
  • A problem manager is in charge of determining and resolving the underlying reasons of issues with IT services.
  • The change manager is in charge of planning and authorizing modifications to the IT infrastructure.
  • Maintaining accurate records of the organization's IT assets and configuration items is the responsibility of the configuration manager.

Determining the roles and authority of groups or people at various organizational levels, including management, service desk personnel, and technical staff, is also crucial. This makes it easier to ensure that everyone knows their responsibilities and how they fit into the organization's larger structure.


The effectiveness of an organization's efforts to comply with ISO 20000 depends on Clause 5, effective leadership. The standard calls on the organization's leadership team to exhibit a dedication to the ongoing development of the organization's IT service management system. It entails establishing the organization's strategy and goals and putting the right resources in place to support its ongoing IT service improvement initiatives.. Establishing a culture of customer focus throughout the firm is another essential function of leadership. This entails proactively seeking out customer feedback, utilizing it to spur advancement, and cultivating and upholding solid client relationships.

Additionally, strong leadership is necessary to guarantee that the organization's IT service management system is implemented and followed regularly. This entails laying out clear guidelines for employee conduct and output and holding people accountable for their deeds. Overall, leadership is essential to the success of an organization's ISO 20000 compliance efforts and the delivery of high-quality IT services that satisfy the expectations of its clients.

ISO 20000 Clause:


ISO 20000 Templates