ISO 20000 Implementation Requirements

An organization ultimately needs to understand what is ISO 2000-1, what are the ISO 20000-1 requirements, and how to apply the principles of the Standard to the way operations are performed. Our certified ISO 20000 Consultants can show you how to successfully prepare for and achieve an ISO 20000 implementation, and strategically support your service goals and objectives.

ISO 20000-1:2011 clauses

Section Number Expectations
1-3 ISO Scope, References, Terms
  • General introduction notes to the standard
4 Service Management System General Requirements
  • Service Management Policy
  • Service Catalogue
  • Management Commitment
  • Governance of Processes Operated by Other Parties
  • System for Document Control
  • System for Record Control
  • System for Internal Audits
5 Design and Transition of New or Changed Services
  • System for Adding New Services
  • System for Managing Changes to Services
6 Service Delivery Processes
  • Service level Management
  • Service Reporting
  • Service Continuity and Availability Management
  • Budgeting and Accounting for Services
  • Capacity Management
  • Information Security Management
7 Relationship Processes
  • Business Relationship Management
  • Supplier Management
8 Resolution Processes
  • Incident and Service Request Management
  • Problem Management
9 Control Processes
  • Configuration Management
  • Change Management
  • Release and Deployment Management
10 Improvement
  • Corrective Action
  • Continual Improvement

Cumulatively the above ISO 20000-1:2011 clauses discuss the ISO 20000-1 requirements placed on an organization that wishes to achieve ISO 20000-1:2011 certification. Each one of the mandatory ISO 20000-1 requirements defines specific activities to be performed. In many cases organizations have already invested time and resource to address specific processes, for example a service tool is being utilized to track customer requests through the lifecycle to ensure that customer’s needs are being met.

Evaluate your Current System for ISO 20000-1:2011

Since many organizations have started the implementation process to meet customers’ demands, the most pragmatic way to approach ISO 20000-1:2011 is to evaluate the current system against each of the required processes. Many early adopters of ISO 20000-1:2011 are already certified to one or more standards such as ISO 9001 or ISO 27001, this makes the transition to ISO 20000-1:2011 easier as some of the basic requirements of a management system.