IT - Services Management System - ISO 20000

ISO/IEC 20000-1:2018 Information Technology-Service Management Part 1: Service management system Requirements

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An ITSMS supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.

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Benefits 

Provides the ability to manage suppliers effectively;

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Manages the relationship with vendors through notable service level management;

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Gives assurance that IT services meet the needs of the client;

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Awareness and accountability of staff;

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Allows companies to manage their IT through the service supply chain;

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Enables faster and effective transition of IT services;

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Demonstrates service reliability and consistency;

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It boosts reputation and strengthens relationships with key stakeholders;

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Provides a common framework for staff training and career development;

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Reduces the risk, cost and time to market new products and services;

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ITSMS Principles ▸ ▸ ▸ ▸ ▸ ▸ ▸

Customer focus Leadership Engagement of people Process approach Improvement Evidence-based thinking Relationship management GENVERITAS TECHNOLOGIES PRIVATE LIMITED | M: +91 8867 260270

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High Level Structure based Clauses of ITSMS 1. Scope Introductory Clauses

2. Normative references 3. Terms and definitions 4. Context of the organization 5. Leadership 6. Planning

Basic Clauses Common to all MS Standards

7. Support of the ITSMS 8. Operation of the ITSMS 9. Performance evaluation

10. Improvement GENVERITAS TECHNOLOGIES PRIVATE LIMITED | M: +91 8867 260270

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Clause-wise Explaination Of IT-Services Management System

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4. Context of the organization 4.1 Understanding the organization and its context 4.2 Understanding the needs and expectations of interested parties

4.3 Determining the scope of the service management system 4.4 Service management system

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4. Context of the organization

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Clause 4 covers the general requirements of the IT Service Management System (ITSMS), management responsibility, documentation, resource management as well as putting PDCA into action.

The clause focuses on management responsibility, who must commit to plan, establish, implement, operate, monitor, review and maintain the ITSMS and services.

This ensures that the importance of the ITSMS and its role is communicated in the organization.

Top management will define the scope and objectives of the system. They will develop and maintain the service management policy to ensure it’s appropriate, meets the objectives and continually improves.

Any internal and external factors affecting the organization and its ability to achieve the intended outcomes.

Resources are key and you need to identify the human, technology, information and financial resources necessary to plan, implement and effectively manage your ITSMS overtime.

Any interested parties and their requirements GENVERITAS TECHNOLOGIES PRIVATE LIMITED | M: +91 8867 260270

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5. Leadership

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5.1 Leadership and commitment 5.2 Policy 5.2.1 Establishing the service management policy

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• • • • •

5.2.2 Communicating the service management policy 5.3 Organizational roles, responsibilities and authorities

Requirements regarding leadership have been updated with a stronger emphasis on delivering value to customers control of other parties involved in the service lifecycle integrating SMS requirements into the organization's processes assigning and communicating responsibilities continual improvement GENVERITAS TECHNOLOGIES PRIVATE LIMITED | M: +91 8867 260270

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6. Planning

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6.1 Actions to address risks and opportunities 6.2 Service management objectives and planning to achieve them 6.2.1 Establish objectives 6.2.2 Plan to achieve objectives 6.3 Plan the service management system..

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7. Support

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7.1 Resources 7.2 Competence 7.3 Awareness 7.4 Communication 7.5 Documented information 7.5.1 General

7.5.2 Creating and updating documented information 7.5.3 Control of documented information

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7.5.4 Service management system documented information

7.6 Knowledge GENVERITAS TECHNOLOGIES PRIVATE LIMITED | M: +91 8867 260270

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8. Operation of the ITSMS

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8.1 Operational planning and control 8.2 Service portfolio 8.2.1 Service delivery 8.2.2 Plan the services 8.2.3 Control of parties involved in the service lifecycle 8.2.4 Service catalogue management 8.2.5 Asset management

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8.2.6 Configuration management 8.3 Relationship and agreement

8.3.1 General 8.3.2 Business relationship management 8.3.3 Service level management 8.3.4 Supplier management GENVERITAS TECHNOLOGIES PRIVATE LIMITED | M: +91 8867 260270

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8. Operation of the ITSMS

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8.4 Supply and demand

8.4.1 Budgeting and accounting for services 8.4.2 Demand management 8.4.3 Capacity management

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8.5 Service design, build and transition 8.5.1 Change management

8.5.2 Service design and transition 8.5.3 Release and deployment management

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8. Operation of the ITSMS

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8.6 Resolution and fulfillment

8.6.1 Incident management 8.6.2 Service request management 8.6.3 Problem management

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8.7 Service assurance 8.7.1 Service availability management

8.7.2 Service continuity management 8.7.3 Information security management

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9. Performance evaluation

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9.1 Monitoring, measurement, analysis and evaluation 9.2 Internal audit 9.3 Management review 9.4 Service reporting

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10. Improvement

▸ 10.1 Nonconformity and corrective action ▸

10.2 Continual improvement

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ISO 20000-1:2018

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Thank You

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