ISO 20000-1 ITSM
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Management System (ISO)

ISO 20000-1

International standard for IT Service Management Systems.

ISO 20000-1 IT Service
IT Service

Service Management
System (SMS)

Pengenalan Standar

What is ISO 20000-1?

ISO/IEC 20000-1:2018 is the first and most comprehensive international standard specifically detailing the requirements for a Service Management System (SMS), with a strong focus on Information Technology (IT) services.

This standard is designed to ensure that the IT services provided by an organization are business-oriented, efficient, reliable, and focused on customer satisfaction. It aligns closely with the ITIL (Information Technology Infrastructure Library) best practice framework.

ISO 20000-1 is an international standard that specifies requirements for a Service Management System (SMS) in the context of IT services. The standard is designed to help organizations design, implement, maintain, and improve their service management systems.

Keuntungan Sertifikasi

Mengapa Perusahaan Anda
Sangat Membutuhkan ISO 20000-1?

Customer Satisfaction

Significantly improves customer satisfaction through the consistent and reliable delivery of IT services (SLA fulfilled).

Operational Efficiency

Lowers long-term operational costs by streamlining processes, reducing incidents (downtime), and boosting productivity.

Continual Improvement

Supports a culture of evaluation and continual improvement for your organization's technology, processes, and IT team performance.

Competitive Advantage

Enhances reputation and opens up opportunities to win major tenders that require international IT service reliability standards.

Alur Penerbitan Sertifikat

1

Context & Scope Review

In-depth review regarding the scope of IT services, contractual requirements, Service Level Agreements (SLAs), and business needs.

2

Stage 1 Audit (Document)

Evaluation of the completeness of service procedure documents, risk management controls, and operational readiness of the SMS.

3

Stage 2 Audit (Implementation)

Direct (on-site) observation to verify compliance and the effectiveness of IT service management implementation in the workplace.

4

Improvement & Follow-up

The client must take corrective actions on identified operational non-conformities.

5

Certificate Issuance

Review by the GISCERT technical committee for the issuance of a credible and globally recognized ISO 20000-1 certificate.

Persiapan Dokumen

  • IT Service Catalog and comprehensive mapping of operational process procedures.
  • Security policy documents, service continuity, and organizational IT service management procedures.
  • Records of service performance level measurements (Service Level Management / SLA achievement).
  • Logs of incidents (Incident Management), problems (Problem Management), and changes (Change Management).
  • Evidence of management reviews and continual internal audits of IT services.

Discuss your certification needs with our team.

Contact our team to discuss scope, document readiness, scheduling, and the service flow that matches your organization’s needs.

Jadwalkan Konsultasi

Pusat Bantuan

Frequently Asked Questions

Informasi penting seputar urgensi dan manfaat ISO 20000-1 bagi keandalan sistem TI Anda.

What is the difference between ISO 20000-1 and the ITIL framework?
ITIL (Information Technology Infrastructure Library) is a set of best practices on how to manage IT services. Meanwhile, ISO 20000-1 is an internationally recognized certification standard that can be formally audited. Implementing ITIL helps companies, but only through ISO 20000-1 certification can your company obtain objective proof in the form of a globally recognized legal certificate.
Is ISO 20000-1 only intended for technology (IT) companies?
Not at all. Although vital for IT service providers (Cloud, Data Center, Software), ISO 20000-1 is also extremely useful for internal IT Departments in non-IT companies, such as Banking IT Divisions, Hospital IT Divisions, or Government bodies to ensure that the IT services they provide to other divisions run highly efficiently and reliably.
Do I need ISO 9001 or ISO 27001 certification first?
Not mandatory. ISO 20000-1 can be certified independently. However, because its core structure (High-Level Structure/HLS) is the same, ISO 20000-1 is very easy and perfect to integrate with the Quality Management System (ISO 9001) and Information Security Management System (ISO 27001).
How long is the ISO 20000-1 certification process from start to certificate issuance?
The length of the process varies greatly depending on the readiness of SLA documents, incident logs, and the maturity of IT processes in your organization. If your ITSM (IT Service Management) system is already running, the audit to certification process can take about 1 to 2 months.
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