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ISO 20000 is the international standard for IT service management. It guarantees the quality, efficiency and reliability of IT services. An essential lever for structuring, improving and enhancing your IT management practices.
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ISO 20000-1:2018 is an international standard for IT service management (ITSM). It defines the requirements for an effective service management system (SMS), aligned with business needs. Its aim is to ensure the quality, continuous improvement and efficiency of IT services.
ISO 20000-1:2018 is a must-have standard , as it ensures that IT services are perfectly aligned with customer and stakeholder expectations. It also promotes the continuous improvement of service management processes, helping to reduce costs and optimize IT resources. What's more, it reinforces the credibility of companies and enhances their competitiveness in the marketplace.
This standard is primarily aimed at companies wishing to structure their IT service management effectively, as well as at IT service providers, whether internal or external. It is also ideal for organizations seeking to comply with IT service management best practices, such as ITIL and other ITSM standards.
Alignment: ISO 20000-1 ensures that IT services are aligned with customer expectations, optimizing resources and boosting competitiveness.
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The ISO 20000-1:2018 standard is based on several crucial points to ensure effective IT service management:
Scope of ISO 20000-1:2018
ISO 20000-1:2018 applies to all organizations providing IT services, whether internal or external. It covers key areas such as incident, problem, change, configuration and service level management, enabling consistent, high-performance management of IT services.
Achieving ISO 20000-1:2018 certification requires several key steps:
- Initial Gap Analysis to assess existing situation
- Implementation of ISMS with policies and procedures
- Internal audit to ensure compliance prior to certification
- External audit by an accredited certification body.
- Maintenance of certification.
At FeelAgile, we know that successful implementation of ISO 20000-1:2018 relies on a strategic approach. Involving management and IT teams from the outset is crucial to ensure ongoing support. Aligning IT processes with business needs and strategic objectives ensures the relevance of actions. Using a framework such as ITIL facilitates implementation, thanks to its proven best practices. Automation via appropriate ITSM tools improves efficiency. Finally, training teams and regularly adjusting processes ensures smooth adoption and continuous improvement.
Involve management and IT teams for ongoing support.
Align IT processes with business objectives for greater efficiency.
Use ITSM tools to centralize and automate services.
You can count on the support of experts with practical experience in quality and ISO standards management.
The benefits of ISO 20000-1:2018 are manifold. It enhances the quality of IT services, leading to greater customer satisfaction.
By optimizing resource management, the standard helps reduce IT costs, while ensuring compliance with legal and regulatory requirements. It also strengthens a company's competitiveness, enabling it to access new markets.
What's more, the standard helps to reduce IT incidents and improve service continuity, guaranteeing greater system reliability.
Finally, although different from ITIL, ISO 20000-1 complements and structures ITSM best practice, offering a rigorous framework for IT service management.
The ISO 20000-1 standard improves the quality of IT services, resulting in greater customer satisfaction and improved service performance .
It enables IT resources to be managed more efficiently, reducing costs while maximizing the use of available resources.
The standard ensures compliance with legal and regulatory requirements, strengthening the company's competitiveness and opening up new market opportunities.
All you need to know about ISO 20000
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