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Great IT Services Need More Than Technology
Reliable IT services depend on more than infrastructure and software. They require defined processes, clear responsibilities, effective service management and a consistent approach to meeting customer and business needs. ISO/IEC 20000-1 provides a framework for managing the planning, design, transition, delivery and improvement of IT-enabled services.
Service Delivery
Service Support
Performance
Customer Experience
What is ISO/IEC 20000-1?
ISO/IEC 20000-1 is an international standard for Service Management Systems (SMS). It provides requirements for establishing, implementing, maintaining and continually improving a system for managing IT-enabled services.
The standard helps organizations take a systematic approach to service management, from planning and service design through delivery, support, monitoring and improvement.
IT Service Management Covers More Than the Service Desk
Service Planning
Understand service requirements, objectives, resources and responsibilities.
Service Support
Handle incidents, service requests and other issues through defined processes.
Service Design
Plan and manage changes to services before they are introduced or modified.
Supplier Management
Manage external providers and their contribution to service delivery.
Service Delivery
Manage services, service levels and operational activities to meet agreed requirements.
Improvement
Monitor service performance, evaluate results and identify opportunities for improvement.
Why Businesses choose ISO/IEC 20001-1
How can PDCA help
PDCA helps organizations translate ISO/IEC 20000-1 requirements into practical service management processes. Our approach focuses on creating an SMS that fits the organization's services, technology environment and operational model.
1
Gap Assessment
Review existing IT service management practices against ISO/IEC 20000-1 requirements.
4
Testing & Internal Review
Evaluate & review service management performance and address identified gaps.
2
Implementation Planning
Define priorities, responsibilities and a practical roadmap for establishing the SMS.
5
Certification Readiness
Prepare the organization and Service Management System for the certification audit.
3
BCMS Implementation
Develop and implement the processes, documentation and service management practices.
6
Certification Support
Support coordination with the appropriate certification body through the certification process.