ISO 20000 – Information Technology Service Management System

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Information Technology Service Management System

IT is essential to delivering today’s business. However, concerns are increasingly being raised about IT services, internal and outsourced, not aligning with the needs of businesses and customers.

A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice.

ISO/IEC 20000 is based on and replaces BS 15000, the internationally recognized British Standard.

ISO/IEC 20000 is published in two parts

  • Part One is the specification for service management which covers the IT service management. It is this part which you can be audited against and it sets out minimum requirements that must be achieved in order to gain certification.

  • Part Two is the code of practice for service management, which describes the best practices for service management processes within the scope of the specification.

  • The standard is already making a positive impact in some of the leading IT-dependent sectors, such as the business process outsourcing, telecommunications, finance and public sectors.

Key Benefits of ISO 20000

Primarily, ISO/IEC 20000 certification demonstrates that an organization has adequate controls and procedures in place to consistently deliver a cost effective, quality IT service. Some of the key benefits are listed below:

  • IT service providers become more responsive to services which are business led rather than technology driven

  • External service providers can use certification as a differentiator and win new business as this increasingly becomes a contractual requirement

  • Gives you the ability to select and manage external service providers more effectively

  • More opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service

  • Certifications audits enable the regular evaluation of the service management processes, which helps to maintain and improve effectiveness

  • The certification process can reduce the amount of supplier audits, thereby reducing costs

  • ISO/IEC 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best practice guidance for ITSM processes

Who can Use ISO 20000 ?

  • ISO/IEC 20000 is applicable to any organization, large or small, in any sector or part of the world which relies on IT services. The standard is particularly suitable for internal IT service providers, such as IT departments, and external IT service providers, such as IT outsourcing organizations.

How Vegas CG Can Help You ?

You get much more than just a certificate with Vegas CG as your audit and certification partner, Vegas CG provides valuable tools to reduce documentation, and helps identify cost savings, and provides assistance in avoiding deviation of an original process.

Our Team of experts function as part of your management team and help your orginisation achieve greater benefits of the management system.

Certification process

VCG shall initially review the client enquiry and send them a questionnaire for their completion. Based on the completed questionnaire from the client VCG will take a decision for certification, for which a quote will be sent to the client for 3 years of certification period. Click here to know more information about the certification process.

Stages of Certification Conformity Assessment

STAGE 1 – Document review & Initial visit

  • To verify how well the organisation has understood requirements of the standard and there progress.
  • Collect information on the scope of the management system, organisations related statutory, regulatory and legal compliance aspects.

REPORTING

  • Detailed Report will be prepared and communicated by end of the Man-day by the audit team.
  • The Duration for Stage 2 Audit will be decided based on the Non-Conformance raised during Stage 1.

STAGE 2 -Initial Assessment – On Site

  • To evaluate the implementation and effectiveness of your management system.
  • To evidence that the management system conforms to the standard & other requirements.
  • Conformance to internal auditing and management review management responsibility for your organisation’s policies

REPORTING

  • The Report records the results of the assessment, any areas for improvement and any identified and agreed non-conformities.
  • Detailed Report will be prepared and communicated by end of the Audit day by the audit team.

Themed Surveillance Audit

To make sure your management system is still effective, and to follow up on the progress that has been made since last visit. Visits occur at regular intervals of 1yrs from date of previous audit.

The surveillance visits aim to confirm that the approved management system continues to:

  • To be maintained
  • To be operational
  • Deliver continual improvements.

REPORTING

A detailed report will be submitted by the assessor’s team including long term improvement, record findings, Feedback to senior management. System weaknesses & impact that can adversely on the business.

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