SR ISO/IEC 20000-1:2020
Information technology. Service management. Part 1: Service management system requirements
What is the ISO/IEC 20000-1:2020 standard?
The standard specifies the requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS). The requirements specified in this document include planning, design, transition, delivery, and improvement of services to meet service requirements and provide value. The standard can be used by: a) a customer requesting services and requiring assurance regarding the quality of those services; b) a customer requiring a consistent approach to the service lifecycle from all its service providers, including those in a supply chain; c) an organization seeking to demonstrate its ability to plan, design, transition, deliver, and improve services; d) an organization monitoring, measuring, and reviewing its SMS and services; e) an organization seeking to improve planning, design, transition, delivery, and improvement of services through effective implementation and operation of an SMS; f) an organization or other party conducting conformance assessments based on the requirements specified in this document; g) a training or consultancy provider in service management. The term “service,” as used in the standard, refers to the service or services within the scope of the SMS. The term “organization,” as used in the standard, refers to the organization within the scope of the SMS that manages and delivers services to customers. The organization within the scope of the SMS may be part of a larger organization, e.g., a department of a large corporation. An organization or part of an organization that manages and delivers one or more services to internal or external customers may also be known as a service provider. Any use of the terms “service” or “organization” with a different intent is clearly distinguished in the standard.
What is a management system and why do we need one?
The international standard ISO 9000:2015 defines the term management system as “a set of interrelated or interacting elements of an organization to establish policies, objectives, and processes to achieve those objectives. A complete management system covers every aspect of management and focuses on supporting performance management to achieve objectives. The management system should be subject to continual improvement as the organization matures.
How can we help you?
Wert Audit can assist you by providing the following services:
- - certification of the service management system;
- - training for auditing service management systems within your own organization or other organizations, for example suppliers of the organization in which you operate;
- - internal audit or auditing suppliers of the organization in which you operate.
To comply with the impartiality principle required by the standard SR EN ISO/IEC 17021-1:2015 for certification bodies, Wert Audit cannot provide consultancy, training, or internal audit services to legal entities requesting certification or those already certified at the time of request. Also, legal entities for which Wert Audit has provided consultancy, training, or internal audit services cannot receive certification services for a minimum period of 2 years after completion of those prior services.