What is ISO/IEC 20000-1:2018?

ISO/IEC 20000-1:2018 is the first international standard for IT Service Management (ITSM). It was first published in 2005, updated in 2011, and the current version is 2018.

This standard provides a comprehensive framework for IT service management, including processes, methods, and tools to support organizations in achieving their IT service-related objectives.

The international standard focuses on standardized management requirements such as service level management, incident management, change management, and other related processes.

What are the benefits of applying ISO/IEC 20000-1:2018?

Applying IT service management standards brings numerous benefits to businesses:

• ISO/IEC 20000 management policies help optimize resource utilization, streamline design and development processes, effectively use investment capital, and reduce management and operational costs.
• Improve product quality, save time, and meet customer expectations, thereby enhancing brand recognition, trust, and customer loyalty.
• Strengthen competitiveness, create advantages in bidding and participating in projects. As the standard is globally applied, organizations can easily integrate and cooperate internationally.
• Technology is the key to success; additionally, ISO/IEC 20000 requirements emphasize continual improvement and encourage innovation, which becomes an internal driving force for sustainable business growth.
• ISO/IEC 20000 is widely recognized among organizations operating in the IT field, including IT service providers, organizations using IT services, organizations with IT service management departments, or any organization wishing to improve IT service quality.

However, applying the standard—especially in a complex and constantly evolving technology environment—may present challenges and requires expert consultation and support.

ISO/IEC 20000:2018 Certification Process

The Institute for Standards and Quality Development (ISSQ) is a certification body designated to assess and issue ISO/IEC 20000:2018 certificates. The evaluation and implementation guidance process is as follows:

Step 1: Receive certification application dossier

Step 2: Sign scientific and technological service contract

Step 3: Conduct survey and assessment

Step 4: Complete documentation after assessment

Step 5: Review documentation and issue certificate (if compliant)

Step 6: Conduct surveillance audits every 12 months

Step 7: Conduct recertification (certificate valid for 3 years)

How long does ISO/IEC 20000 evaluation take?

The IT Service Management System can be applied to all organizations regardless of size or number of locations.

The evaluation time depends on multiple factors such as organizational size, departmental structure, number, and complexity of service management processes. Therefore, organizations should establish a clear implementation roadmap not only to meet standard requirements but also to continuously improve the quantity and quality of IT services provided.

What is the cost of ISO/IEC 20000 certification?

Certification costs depend on the size, type of activities, and operational scope of the organization.

Applying IT Service Management standards requires investment in time and cost; however, the benefits help organizations manage risks and ensure the quality of IT services. ISSQ Quality Institute has been trusted by many organizations to provide implementation guidance, assessment, and ISO/IEC 20000-1:2018 certification.

ISSQ Quality Institute is always ready to accompany businesses in the process of integration and development.

• Hotline: +84 981851111
• Email: vienchatluong@issq.org.vn | tcvn@issq.org.vn

Published date: July 24, 2023