ISO/IEC 20000-1
contains requirements for "establishing, implementing, maintaining and
continually improving a service management system (SMS)". The standard was
first published in 2005 and subsequently updated in 2011. A third, completely
revised version of the standard (referred to as ISO/IEC 20000:2018 Part 1) was
released on 15 September 2018. The requirements include the design, transition,
delivery and improvement of services to fulfill agreed service requirements. ISO/IEC
20000-1 is the best practice framework for a service management system that
helps you to provide a consistent, reliable service. It supports you to embed a
service lifecycle strategy into your organization - providing best practice
guidance on how to manage your portfolio of services so they remain current and
add value. The ISO/IEC 20000-1standard was changed to include the shared ISO
high level structure (Annex SL), which helps to assure the usefulness and
interconnectivity of ISO management system standards. As for the system itself,
a SMS supports the management of the service lifecycle (planning, design,
transition, delivery, and improvement of services) by incorporating the context
of the organization, leadership, planning, support and operation of the SMS and
its processes, and performance evaluation. This can provide a greater
understanding of the customers’ needs and offer a better value for those
customers in delivering services, giving ongoing visibility, and allowing for
continual improvement. This international standard document has a wide range of
use, with potential users including: a customer seeking services and desiring
assurance for the quality of those services; a customer needing a consistent
approach to the service lifecycle; an organization needing to demonstrate its
capability for and/or improve the planning, design, transition, delivery, and
improvement of services; an organization desiring to monitor, measure, and
review its SMS. It is increasingly being applied to other services to improve
business processes and decision making.
Conclusion:
ISO/IEC 20000-1 is ideal for any
service provider, large or small, who wants to provide assurance in the quality
of the services they deliver. It’s commonly used for IT services, facilities
management and business services to help ensure effective and resilient
services in today’s changing service delivery environment. It can be used
a service provider that intends
to demonstrate its capability for the design, transition, delivery and improvement
of services that fulfill service requirements, a service provider to monitor,
measure and review its service management processes and services.
Contact Us: If you
plan to go for ISO/IEC 20000-1 Certification, you may
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