ISO 20000 certification is an international standard dedicated to IT service management systems. It aims to manage services and help IT service providers identify ways to improve the quality of services delivered to customers.

What has changed in ISO 20000-1:2018 certification?

• Terms and Definitions Updates
• The term “internal group” has been changed to “internal supplier,” and “supplier” has been changed to “external supplier.”
• The definition of “information security” has been aligned with ISO 27000, and the term “availability” has been updated to “service availability.”
• Several new terms have been introduced, including “content,” “governing body,” “service catalogue,” “service level objective,” “user,” and “value.”
• Three terms have been removed: “configuration baseline,” “configuration management database,” and “preventive action.”
• Definitions have been updated accordingly.

What benefits do businesses gain from achieving ISO 20000?

The ISO 20000 standard ensures that managed services are integrated and aligned with your organization’s business strategy. This strategic focus helps optimize the performance of the Service Management System (SMS), making it more efficient and aligned with business operations and customer requirements.

• Ability to track trends and changes in service management
• Less prescriptive documentation
• Reduced documentation and process requirements, providing greater flexibility and easier implementation for any service management system
• Capability to integrate with other management systems such as ISO 9001, ISO 27001, etc.
• Adoption of the High-Level Structure (HLS), making integrated management systems easier to implement
• Helps organizations demonstrate reliability and high service quality, enhancing competitiveness in both domestic and international markets
• ISO/IEC 20000-1:2018 certification ensures the organization can deliver effective services

What is the difference between ISO 20000 certification and ITIL?

The fundamental difference between ISO 20000 certification and ITIL (Information Technology Infrastructure Library) is that:

• ISO 20000 provides methodologies and frameworks (i.e., the pieces needed to build the ITSM “puzzle”),
• While ITIL provides detailed best practices on how to manage IT services and processes within your organization (i.e., how to assemble the puzzle pieces).

In simple terms:

• ISO 20000 tells you what needs to be done,
• ITIL tells you how to do it.

ISO 20000 certification does not operate entirely independently and can be implemented without ITIL, but the two complement each other very well.

ITIL is a best practice framework focusing on aligning IT services with broader business needs.

ISO 20000 certification demonstrates that an organization is committed to information security and continuous improvement to minimize operational risks.

Above are the key benefits businesses gain from achieving ISO 20000 certification.

ISSQ Quality Institute is always ready to accompany companies in their integration and development journey.

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Published date: January 11, 2024