What is ISO 20000?
ISO 20000-1 was established by the International Organization (ISO) and is globally accepted IT service management system standard.
The standard draws on and is well supported by other public documents including the sister standard ISO/IEC 20000-2. ISO 20000 takes a comprehensive approach to IT service management and defines a set of processes needed to deliver effective service. The range from core processes related to configuration management and change management to processes covering incident and problem management, The standard adopts a process approach for establishing, implementing, operating, monitoring, reviewing, maintaining and improving and organization’s IT service management system.
Benefits of ISO 20000?
ISO 20000 can help organization benchmark its ITSM, improve services, demonstrate its ability to meet customer requirements and create a framework for independent assessment.
Benefits of ISO 20000 certification for service providers:
- Offers competitive differentiation by demonstrating reliability and high quality of service.
Give access to key markets, as many organizations in the public sector mandate that their IT service providers demonstrate compliance with ISO 20000.
Assure clients that their service requirements will be fulfilled.
Enforces a measureable level of effectiveness and a culture of continual improvement by enabling service providers to monitor, measure and review their service management processes ad services.
Drives down the costs of effectiveness and a culture of continual improvement by enabling service providers to monitor, measure and review their service management processes and services.
Drives down the cost of conformance to many laws and standards including the PCI DSS (Payment Card Industry Data Security Standard).
Helps leverage ITIL practices to optimise resources and processes.
How to gain registration?
The process of registration follows three simple steps:
· Application for registration is made by completing the QMS questionnaire
· Assessment to ISO 20000 is undertaken by QI – the organisation must be able to demonstrate that its quality management system has been fully operative for
a minimum of three months and has been subject of a full cycle of internal audits.
· Registration is granted by QI and maintained by the organisation. Maintenance is confirmed through a programme of annual surveillance visits and a three yearly
re-certification audit.
Initial Certification Audit
The assessment process for achieving certification consists of a two stage Initial Certification Audit as follows:
Stage 1 – the purpose of this visit is to confirm the readiness of the organisation for full assessment.
The assessor will:
· confirm that the quality manual conforms to the requirements of ISO 20000
· confirm its implementation status
· confirm the scope of certification
· check legislative compliance
· produce a report that identifies any non-compliance or potential for non-compliance and agree a corrective
action plan if required.
· produce an assessment plan and confirm a date for the Stage 2 assessment visit.
Stage 2 – the purpose of this visit is to confirm that the quality management system fully conforms to the requirements of ISO 20000 in practice.
The assessor will:
· undertake sample audits of the processes and activities defined in the scope of assessment
· document how the system complies with the Standard
· report any non-compliances or potential for non-compliance
· produce a surveillance plan and confirm a date for the first surveillance visit
If the assessor identifies any major non-conformance, the organisation cannot be certified until corrective action is taken and verified.
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