ISO 20000-1
What is ISO 20000-1?
ISO 20000-1 is the international standard for IT service management systems (SMS) which outlines a set of management processes intended to help organisations with quality effective service delivery. This standard provides the requirements for establishing, implementing, maintaining and continually improving a service management system (SMS). It allows organisations to benchmark how they deliver managed services, measure service level and assess their performance.
Benefits of ISO 20000-1
Guarantees customer satisfaction
Improves credibility and performance
Conformance to other regulations
Provides competitive advantage
Promotes a culture for continual improvement
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ISO 20000-1 Process Requirements
The following are required to effectively implement ISO 20000-1:
Management commitment
Define the scope and context of BCMS
Establish SMS policy, roles and responsibilities
Establish the operational processes
Assess SMS risk and opportunity
Train staff in SMS
Monitor and evaluate SMS performance
The core service management processes includes:
Service portfolio
Relationship and agreement
Supply and demand
Service design, build and transition
Resolution and fulfilment
Service assurance
ISO 20000-1 Project
Spritzmonkey can help implement ISO 20000-1 certification by implementing the service management processes and recommending IT management tools for an effective SMS. We will also help establish necessary audit evidence and help your organisation remain compliant, from the moment your business decides the standard is one that they want to achieve.
This can be achieved either by coaching and mentoring service to your internal resources, or by outsourcing some or all of the project. By using Spritzmonkey to guide your ISO 20000-1 certification project, you will be utilising our tried and tested methods and skills. You will also have access to our existing document template and our knowledge of what it takes to succeed in ISO 20000-1 certification.
Why choose us?
Spritzmonkey can help you achieve ISO 20000-1 by providing deliverables such as:
Performing initial review and gap analysis
Project planning and management
Documentation creation and maintenance
Implementing the service management processes
Performing training and awareness programs
Measurement and evaluation
Internal audit
Corrective action
Management review
Continual improvement
Preparation for external audit so you can succeed the first audit