ISO 20000

What is a management system?

A management system is the totality of all processes, resources (manpower, machines) and tools available to management. By coordinating these resources in a targeted manner, the management tasks to be performed should be planned, executed and documented in a way that is as goal-, customer- and quality-oriented as possible. On the basis of these findings, a continuous improvement of the management system should take place. ISO 20000 refers in particular to management systems in IT service organizations and helps to establish and further develop them.

What are the advantages of a company certification according to ISO/IEC 20000?

ISO 20000 is a standard for IT Service Management. An IT provider whose management system is certified according to ISO 20000 visibly demonstrates that it has implemented and successfully established a process-oriented approach to the management of its IT services, that its entire IT operations are focused on customer needs and that quality management and continuous improvement are firmly anchored in the IT organization

ISO/IEC 20000-1 is considered the leading international standard in the (IT) service management sector and the underlying set of rules consists of several complex parts. The following two parts are of particular importance for you as a customer:

• ISO/IEC 20000-1: In order to be able to certify your (IT) service management, it must meet the requirements formulated here.

• ISO/IEC 20000-2: Here the common procedures (best practices) for implementation are explained.

First you compare the IT services that you provide with the requirements that your customers place on these services. This not only gives you an accurate overview, but shows the entire organization that IT processes play a very important role in business operations. Especially when you introduce new systems or applications or make changes to established processes, a smooth flow of IT service management should be guaranteed.

Why is ISO 20000-1 certification worthwhile?

Unlike other similar standards (e.g. ITIL), ISO 20000-1 certification is not aimed at individual persons but at your entire organization. This shows that your IT service management meets internationally recognized standards. Since many customers attach great importance to a certified IT Service Management, this can give you a decisive advantage over other providers and open up new market potential.

Which certificates are available for companies?

Both internal and external IT providers can be certified by an accredited certification body according to the ISO/IEC 20000 standard. The certification audit only considers the minimum requirements for your IT service management resulting from ISO/IEC 20000, Part 1. If your IT service management meets the requirements, you will receive a certificate with a validity of three years. If re-certification is desired, a full re-audit must be carried out after three years. At present, ISO/IEC 20000 is the only form of company certification. In the course of a scoping statement, it can be determined that the certification should be limited to certain services, service catalogues or locations. However, a limitation to individual management processes is not possible.

Certification according to ISO/IEC 20000-1 shows existing customers that their service IT management meets internationally recognized standards. Equally, it can also be an important factor for cooperation with potential new customers. A sensibly structured IT management system supports the daily work process, ensures high quality and safeguards the efficient use of the resources available in the company. Successful IT processes enable you to react safely and purposefully in case of problems and to find a solution quickly.

A functioning IT service management system is nowadays an important factor for the success of your service organization. Certification according to ISO/IEC 20000 ensures that IT services work troublefree, are clearly structured and are regularly checked. Regular audits support your management processes in adapting to the constantly changing requirements and show your business partners that they can count on you - now and in the future.

How do I prepare for the ISO/IEC 20000-1 audit?

Even before the audit, you should check your management system for conformity with the requirements specified in ISO/IEC 20000-1. If your management system does not yet meet the requirements, you can still revise the processes concerned.

The experts of the BFMT also hold the title "ISO 20000 Lead Auditor". The ISO/IEC 20000 Auditor certifications are references for experts who can audit a Service Management System (SMS). As an "ISO 20000 Lead Auditor" you are also able to lead a team of auditors.