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Service Management System

ISO 20000-1

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What is the ISO 20000-01 certificate?

ISO/IEC 20000-1 is an international standard for the "Information Technology Service Management System" (ITSMS - Information Technology Service Management System) ( BGYS ). This standard specifies the requirements for planning, designing, delivering, operating, and improving an organization's information technology (IT) services. The ISO 20000-1 certificate includes:

Service Management System: Enables organizations to adopt a systematic approach to managing IT services. This includes various service management processes such as service level management, capacity management, and continual service improvement.

Customer Satisfaction: The primary goal of the standard is to ensure that IT services are delivered in accordance with customer requirements and expectations. This increases customer satisfaction and trust.

Continuous Improvement: ISO 20000-1 encourages the ongoing enhancement of service management processes. This involves continuous efforts to improve service performance, quality, and efficiency.

Compliance and Risk Management: Facilitates organizations in complying with legal, regulatory, and contractual requirements and managing risks in service delivery.

Integrated Management Systems: ISO 20000-1 can be integrated with other management system standards (e.g., ISO 9001 quality management system), which helps the organization’s entire management system operate more efficiently.

Global Recognition: An ISO 20000-1 certificate demonstrates that an organization has achieved and maintains an international standard for IT service management. This provides a competitive advantage in the global market and instills confidence in customers and business partners.

The ISO 20000-1 certificate is especially important for IT service providers, IT service management consultants, and organizations managing their own IT services. This certificate helps organizations improve the quality of their IT services, optimize business processes, and increase customer satisfaction.
 

What is the first step to obtaining the ISO 20000-01 certificate?

The first step to obtaining the ISO 20000-1 certificate is obtaining management commitment. This step includes:

Management Support: The organization's top management must make an official commitment to establishing and maintaining the Information Technology Service Management System (ITSMS). This supports providing the necessary resources for the success of ITSMS and developing the service management policy.

Creating a Service Management Policy: Management should establish a service management policy for ITSMS. This policy should provide clear guidance on how IT services will be managed and what quality and performance standards will be achieved. The policy should include core values such as customer satisfaction, service continuity, and continual improvement.

This initial step forms the foundation of the ISO 20000-1 certification process because the success of ITSMS is directly related to management’s commitment and support. After securing management commitment, other steps such as defining, documenting, and implementing service management processes can be undertaken.

How to get ISO 20000-01?
  • BInformation Technology Service Management System

Management Commitment

Top management of the organization must commit to complying with the ISO 20000-1 standard and establishing the service management system. This commitment includes leading processes, encouraging employees, and providing necessary resources.

Obtaining the Standard

To obtain a copy of the ISO 20000-1 standard, you can purchase it from TSE (Turkish Standards Institute) or a similar organization. This is important to understand the requirements and expectations of the standard.

Reviewing the Standard

Carefully review the standard to understand its requirements and implementation steps. When necessary, you can take ISO 20000-1 training courses.

Establishing the Service Management System

Set up a Service Management System (SMS) according to ISO 20000-1 standard. This step includes:

Training and Awareness

Train employees and managers about service management processes and increase awareness. Programs such as ISO 20000-1 training and internal auditor training will be beneficial.

Internal Audits

Conduct internal audits to evaluate the effectiveness of the system. This aims to verify compliance of implemented procedures and processes with the standard.

Management Review

Management should review the performance of the service management system and continuous improvement activities.

Applying to the Certification Body

Apply to an accredited certification body to initiate the certification process. These organizations conduct audits for ISO 20000-1 certification.

Audit Process

Stage One Audit: Checks the documentation and readiness of the system for compliance with the standard. Stage Two Audit: Examines the actual implementation of the system and evaluates the effectiveness of service management processes.

Certification

If audits are successful, the certification body issues the ISO 20000-1 certificate.

Continuous Improvement and Surveillance Audits

Even after certification, the system should be continuously improved, and regular surveillance audits should be conducted to ensure ongoing compliance.

This process may vary depending on the size of the organization, the complexity of the work, and existing service management practices.

What are the benefits of obtaining the ISO 20000-01 certificate?

The main benefits of obtaining the ISO 20000-1 certificate for organizations are:


Customer Satisfaction and Trust
ISO 20000-1 ensures that IT services are delivered in accordance with customer needs and expectations, which increases customer satisfaction and strengthens their trust in the organization.

Continuous Improvement
The continuous improvement processes required by the standard encourage ongoing enhancement of service quality, efficiency, and performance.

Risk and Compliance Management
ISO 20000-1 includes risk management processes, which help better manage risks in IT services. It also facilitates compliance with legal, regulatory, and contractual requirements.

Operational Efficiency
Standardization and improvement of service management processes contribute to reducing operational costs and increasing efficiency.

Global Recognition and Competitive Advantage
The ISO 20000-1 certificate is an internationally recognized mark of quality. This enhances the organization's competitiveness in the global market and provides an advantage in attracting new customers.

Service Continuity
Compliance with the standard involves developing processes that ensure the continuity of IT services, which helps reduce disruptions and make services more stable.

Employee Engagement and Training
ISO 20000-1 encourages training employees about processes and their participation in service management, which increases workforce competence and motivation.

Partner and Supplier Relationships
Certification builds trust in relationships with business partners and suppliers, as it demonstrates that the organization's IT services comply with an international standard.

Integrated Management Systems
ISO 20000-1 can be integrated with other management system standards (e.g., ISO 9001, ISO 27001), which ensures more efficient operation of all management systems within the organization.

Brand Value and Reputation
The ISO 20000-1 certificate demonstrates the organization's commitment and competence in IT service management, thereby enhancing brand reputation and market value.

These benefits may vary depending on the size of the organization, its industry, and existing IT service management practices, but it can generally be said that the ISO 20000-1 certificate provides both operational and strategic advantages.

Frequently Asked Questions
ISO 20000-01 Certificate Validity Period ?

The ISO 20000-01 certificate is valid for 3 years, provided that surveillance audits are conducted once a year.

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