ISO/IEC 20000-1 is the first international standard specifically for service management, applicable to service providers, regardless of their type, size or nature of the services delivered. It contains the description of the processes for planning and implementing, operating, maintaining, reviewing, monitoring and improving the Service Management System.The objective of ISO/IEC 20000-1 is the global and efficient management of services, covering a set of processes ranging from service level management, reporting, budgeting and accounting of services to supplier, incident and problem management, change management and delivery management, among others. The implementation of these service management processes allows the organization to obtain permanent control of its activities, an increase in efficiency and incorporate continuous improvement in all areas into the company’s culture, in addition to helping to improve the level of service provided, to ensure the delivery of consistent, cost-effective and quality services.
This helps to:
1. Adhere to best practices.
2. Minimize Costs.
3. Build trust among stakeholders.
The ISO/IEC 20000-1:2018 Standard applies the method known as “Plan-Do-Check-Act” (PDCA) and applies to companies and organizations that are dedicated to the provision of IT service management activities and whose goal is to evaluate the current IT management service.
It includes the High-Level Structure, known by its acronym as “HLS”, which provides the same framework for all management systems. The advantages of implementing this HLS are several, including maintaining consistency and aligning the different management system standards, all working with the same terminology.
