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ISO 20000-1:2013 Certification

ISO 20000-1:2013

This ISO standard is a service management system (SMS) certification that points out the requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The other requirements may consist of the design, transition, delivery, and improvement of services to compensate the service requirements.

  • An organization that seeks help from service providers and needs assurance for the fulfillment of the required service.
  • A proper and consistent approach by the service providers, and also those in the supply chain.
  • An audit checklist includes criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO standards.

It can be used by a service provider:

  • That has  the intention of demonstrating its capability for the design, transition, delivery, and improvement of services that fulfill the service requirements;
  • To measure and review its service management processes and services; and
  • For improving the design, transition, delivery, and improvement of services throughout the effective implementation and operation.

Principles of ISO 20000-1

  •   Plan-Do-Check-Act (PDCA) cycle is the key principle of all ISO standards which involves the following concepts:
  •   Management responsibility
  •   Interested parties
  •   Communication
  •   Documented information
  •   Nonconformity of requirements and corrective action
  •   Preventive action
  •   Management review
  •   Service delivery


  •   Reduction in incidents
  •   Improved incident management
  •   Improving corporate image and credibility
  •   Integrated process to the IT services delivery
  •   Reduction in interruptions of IT services
  •   Improved cost management, leading to financial savings
  •   Ensuring legislative awareness and compliance
  •   Protecting the company, assets, shareholders and directors
  •   Improved customer satisfaction from internal and external customers
  •   Enhanced customer satisfaction that improves client retention
  •   Product deliverance consistency

An ITSMS points to the designing, planning, delivering, operating and control of information technology (IT) services that are performed by an organization before its deliverance to the customer.

This system practices a framework which helps organizations to build an ITSMS that can adapt to the changing technologies and can align with business objectives and provides efficiency in performance.