PECB ISO/IEC 20000  – Service Management

Imagine your organization has a tool that supports every step of the service lifecycle, from ideation to planning, delivery to improvement. Such a tool exists as a service management system based on an internationally recognized standard: ISO/IEC 20000-1.

What is ISO/IEC 20000-1?

Published initially in 2005 and subsequently updated in 2011 and 2018, ISO/IEC 20000-1 is a Type Amanagement system standard that sets out the minimum requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS). 

An SMS consists of policies, processes, resources, objectives, and documented information that are put together and are coordinated to achieve the objectives of the organization. An effective SMS enables organizations to direct and control their service management activities, identify and mitigate risks related to their activities, and identify and realize opportunities that improve service provision. 

The requirements of ISO/IEC 20000-1 are generic and applicable to organizations of all sizes, sectors, and complexities. According to ISO Survey 2020, there are more than 7,500 certificates issued to organizations worldwide. Contrary to the common misperception that this standard is only applicable to IT infrastructure, ISO/IEC 20000-1 can be used for various other services, including, finance, cloud, business process outsourcing, etc.

As most of the ISO management system standards, ISO/IEC 20000-1 is created based on the High-Level Structure (HLS) and shares the common terms and core definitions. This alignment in structure enables an easier integration with other management systems based on standards such as ISO 9001, ISO/IEC 27001, and ISO 22301. Apart from ensuring consistency and reducing costs, integrating several management systems can increase the organization’s capabilities to deliver consistent and quality services and can assist in the maintenance and improvement of a sustainable business model.

Benefits of ISO/IEC 20000-1 for service providers

An effective SMS based on the ISO/IEC 20000-1 requirements can shape and improve an organization’s way of working and enhance service management practices.

Some of the benefits that an organization would gain by implementing an SMS based on ISO/IEC 20000-1 include:

  • Improved service performance and increased value provided to its interested parties
  • Opportunity to seek a formal certification from an accredited conformity assessment body
  • Reduced costs, efforts, and disruption to services
  • Improved service lifecycle, including planning, design, transition, and delivery
  • Aligned SMS components with business objectives 
  • Fulfilled service requirements 
  • Increased confidence of the business and customers
  • Reduced risks by utilizing a risk management approach 
  • Improved understanding of roles and responsibilities
  • Improved relationships with suppliers and other relevant interested parties

Why should you attend one of our ISO/IEC 20000 training courses?

In today’s interconnected world, where continuously improving processes and achieving efficiency have become norms for sustaining business, many organizations turn to service providers for solutions. Service providers, conversely, must ensure they can meet the established requirements and deliver value. In this context, service providers seek and value competent individuals with the necessary knowledge and skills to manage, control, and continually improve the services and the processes that enable the provision of services.

PECB ISO/IEC 20000 training courses are developed based on the internationally recognized standard for a service management system, ISO/IEC 20000-1, other valuable ISO guidance standards (ISO/IEC 20000-2, ISO 31000, ISO 19011), and other good practices of the field. By attending one of our ISO/IEC 20000 training courses, you can develop your competence to help service providers and advance your career.

Why choose PECB?

As a global training, examination, and certification service provider, PECB helps professionals show commitment and competence by providing valuable education, evaluation, and certification against internationally recognized standards.

PECB’s ISO/IEC 20000 certifications represent peer recognition of your professional capabilities and demonstrate that you can contribute to your organisation’s services and SMS as an auditor, implementer, or other function.

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