ISO/IEC 20000-1 IT Service Management Systems

ISO/IEC 20000-1 determines the requirements for service management. It’s applicable for all the organizations that provide services – IT services, financial, insurance, consultant, health, educational, law, administrative, etc. The main category that applies this standard are the IT organizations.

This standard regulates the service management in the following areas:

  • Planning the creation and service management
  • Management of the introduction of new or changed services
  • Capacity management
  • Security management when providing services
  • Business relations management
  • Supply management
  • Incident management
  • Problem management
  • Configuration management
  • Change management
  • Release management
  • Service level management
  • Continuity management and service availability in the IT
  • Service’s budget and accounting in the IT

Advantages of the implementation of ISO/IEC 20000-1:

  • Increasing of the productivity
  • Reducing of the expenses for service providing
  • Improvement of business relations
  • Adequate management of accidents and problems
  • Reaching level of continuity, set by the service level agreement
  • Improving the image of the organization

Regarding information security, the standard ISO 20000-1 contains reference to the standard ISO 27001.

Optimal option for the most efficient management of the processes in the IT sector is the implementation of integrated management system, according to the requirements of the standards ISO 20000-1 and ISO 27001, based on implemented and certified quality management system, according to the requirements of ISO 9001.

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