ISO/IEC 20000-1:2018 – Information technology – Service management

Service

Organizational systems certification

Sector

Services and training

Regulatory reference

ISO/IEC 20000-1:2018

Description

ISO/IEC 20000-1:2018 is the international standard for IT service management, which defines the requirements for a service management system (SMS). It provides a framework for organizations to ensure their service management processes are aligned with business needs and international best practices. The standard is based on a process-oriented approach and promotes continuous improvement in the provision of IT services, ensuring that organizations can measure and improve the quality of the services offered.

Mandatory or voluntary?

Voluntary

Advantages

Improved service quality: Increased effectiveness in the delivery of IT services, resulting in greater customer satisfaction.
Alignment with best practices: Integration with frameworks such as ITIL, facilitating the adoption of industry-established practices.
Performance benchmarking: possibility to measure and evaluate the performance of the services offered, improving competitiveness.
Access to new markets: Certification can open business opportunities with customers who demand high quality standards.
Continuous evolution of the system: promoting continuous improvement through regular audits and review of processes.

Can be integrated with

ISO 9001
ISO 14001
ISO 27001
ISO 45001

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