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ISO-IEC-20000-1-2018

ISO/IEC 20000-1:2018

ISO/IEC 20000, originally developed by the BSI Group based on the earlier standard BS 15000 is the first international standard for IT Service Management. The current standard was developed by ISO/IEC JTC1/SC7 in 2005 and then amended in 2011 as well as 2018. ISO/IEC 20000 was originally developed summarizing the best practice guidance in the ITIL framework. The best practices from other IT Service Management frameworks have also been included in ISO/IES 20000.

ISO/IEC 20000-1: Services Management

The Service Management System (SMS) should meet the expectations of customers, service delivery, and other stakeholders. Part 1 of the standard, stipulates requirements for creating, executing, maintaining, and continually improving a Service Management System (SMS). An SMS supports the management of services lifecycle i.e., Service Planning, Design, Transition, Delivery, Improvement, and Retiring of Services.

ISO/IEC 20000-1:2018 consists of ten sections:

Scope
Normative references
Terms and definitions
Context of the organization
Leadership
Planning
Support of the Service Management System
Operation of the Service Management System
Performance Evaluation
Improvement

How to get certified to ISO/IEC 20000-1:2018

The steps to ISO/IEC 20000-1 certification:

Gap Analysis: The Subject Matter Expert (SME) takes a closer look at your existing IT Service Management System to compare it against the requirements of the standard. This exposes open gaps that exist within your system that need further process change and needs further re-work. This is an informal review process (optional) prior to the formal assessment process.
Formal Assessment:The Formal Assessment is a two-stage process. First, an ARC Tech Senior Auditor will examine your organization’s readiness for the assessment by checking existing IT Services Management System (ITSM) processes and controls against the requirements of the ISO/IEC 20000-1:2018 Standard. ARC Tech auditor will share gaps and concerned recommendations with the organization. The organization must close the gaps and re-appear for the final assessment with the ARC Tech auditor.
Certification and beyond: Once all requirements of the ISO/IEC 20000-1:2018 standard are satisfied as shown in the audit, you will obtain your PECB ISO/IEC 20000-1 certificate which is valid for three years. Your ARC Tech Audit Manager (or Client Manager) will visit you regularly to make sure that your ITSM not only runs compliantly to the requirements of the standard but also improves continuously as is required by the standard.
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