ISO/IEC 20000-1:2018

Overview

ISO/IEC 20000-1:2018 defines requirements for a Service Management System (SMS) to plan, design, transition, deliver and continually improve IT and business services. The standard specifies the management-system approach an organization or service provider must implement to ensure services meet customer requirements and deliver value across the full service lifecycle - from planning through operation and continual improvement. ISO/IEC 20000-1:2018 supports consistent service quality, governance of supply chains and provides a basis for conformity assessment and certification.

Key topics and technical requirements

ISO/IEC 20000-1:2018 structures SMS requirements around management-system principles and service-management processes. Important technical topics include:

• Context & leadership
  • Understanding organization context, interested parties and defining the scope of the SMS
  • Leadership commitment, service management policy, roles and authorities
• Planning and risk management
  • Objectives, planning to achieve objectives and actions to address risks and opportunities
• Documentation and records
  • Documented information requirements, control of documents and records for the SMS
• Design & transition of services
  • Planning, design, development and controlled transition of new or changed services
• Service delivery processes
  • Service level management, reporting, continuity & availability, budgeting/accounting, capacity management and information security controls
• Relationship & supplier management
  • Business relationship management and governance of parties in the service lifecycle (including supply-chain requirements)
• Resolution processes
  • Incident, service request, and problem management to restore and maintain service
• Control and operational processes
  • Operational planning and control, configuration, service catalogue, asset management, change, release and deployment
• Monitoring, measurement & continual improvement
  • Performance monitoring, audits, management review and continual improvement activities

Practical applications - who uses ISO/IEC 20000-1:2018

ISO/IEC 20000-1:2018 is practical for:

• IT departments and internal service providers seeking to improve service quality and governance
• Managed Service Providers (MSPs), cloud and outsourced service providers aiming for consistent lifecycle control and customer assurance
• Customers requiring assurance of provider capability or consistent service delivery across suppliers
• Organizations preparing for certification or conformity assessment against SMS requirements
• Consultants, trainers and auditors delivering service-management guidance and assessments

Related standards

• Other parts of the ISO/IEC 20000 series (service management family)
• Complementary standards such as ISO/IEC 27001 for information security management

ISO/IEC 20000-1:2018 is a practical, process-oriented standard for organizations that want a systematic, auditable approach to managing and improving IT and business services.