ISO 20000-1:2018

About ISO 20000-1:2018 (Service Management System)

The Service Management System (SMS) developed under ISO 20000-1:2018 formalizes the management system organizations use to identify, design, and implement the necessary processes and controls for efficient and effective delivery of services to customers regularly. The SMS encompasses processes for service strategy, service design, service transition, service operation, and continual service improvement.

ISO 20000 guides establishing, operating, maintaining, and reviewing a documented SMS that includes various processes, service level agreements (SLAs), key performance indicators (KPIs), assets, audits, and management reviews tailored to an organization’s specific requirements. The following processes are included within the SMS framework:

  • SMS Context and Scope Document
  • SMS Scope Description Document
  • SMS Roles and Responsibility Document
  • Service Management Plan documents
  • Risk and Opportunity Management Procedure
  • SMS Objective Metrics Document
  • Service Management Plan
  • Communication Plan
  • Knowledge Management Database
  • Service Catalogue
  • Service Management Procedure Interface Document.
  • Configuration Management Procedure
  • Business Relationship Management Procedure
  • Service Level Management Procedure
  • Vendor Management Procedure.
  • Service Delivery Report
  • Budgeting and Accounting for Service Procedure.
  • Demand and Capacity Management Procedure.
  • Change Management Procedure.
  • Design and Transition of New or Changed Services Procedure
  • Release and Deployment Management Procedure
  • Incident and Service Request Management Procedure
  • Problem Management Procedure
  • Availability Management Procedure
  • Service Continuity Plan, Service Continuity Risk and Controls Plan and Tracker
  • Performance Monitoring and Improvement Procedure
  • Internal Audit Procedure
  • Management Review Procedure
  • Performance Monitoring and Improvement Procedure

ISO 20000-1:2018

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  • Does your company need it?

    If your organization or department is involved, either fully or partially, in service management such as IT infrastructure services, application support services, remote infrastructure managed services, BPO, KPO or any other type of services, implementing ISO 20000-1 can enhance your reputation as a leading service provider and differentiate you from your competitors. This standard assures your clients and helps to improve the efficiency and effectiveness of your service management system, allowing for continual improvement over time.

    What Is Needed to be ISO 20000-1:2018Certified?

    Univate Support offers training, documentation, and implementation services for policies, procedures, processes, templates, checklists, and guidelines to ensure full compliance with the requirements of ISO 20000-1. By establishing a service management system, you can ensure the sustainability and improvement of your service management practices, making them more agile, competent, and cost-effective.

    How can Univate help?

    Over the past five years, Univate has successfully implemented more than 45 ISO 20000-1 Service Management Systems, giving us extensive experience and expertise in guiding organizations through the implementation and certification audit process. With a deep understanding of SMS requirements across various industry segments and business lines, we have developed a unique approach to ensure that all organizational components work seamlessly together, resulting in the best possible outcomes for our clients.

    Salient features of our engagement approach are:

      • Unique and Proven engagement approach
      • End-to-end documentation
      • Training on the model and we provide training materials and handholding
      • Complex client implementation experience in different countries
      • Cost arbitrage
      • Reduce management time required
      • Reduce the cost of sustenance
      • Reduce cycle time of end-to-end implementation process
      • Our unique automation tool automates managing the system

    Our assessment and implementation support methodology addresses critical areas like:

    • Conduct a Gap Assessment of the existing SMS (Service Management System).
    • Provide ISO 20000-1 service management system training
    • Assess risks and opportunities.
    • Define, review and update Policies, procedures, processes, templates, guidelines, and checklists.
    • Internal Audit for ISO 20000-1:2018
    • Corrective and Remediation/ Preventive actions for Service Management System (SMS) as a result of the Internal Audit.
    • Support external certification & surveillance audits and conduct CAPA

    Benefits of being certified in ISO 20000-1:2018

    Business Benefits:

    • 20% Reduction in operating cost in service delivery and service operation
    • This translates to USD 5 million in savings
    • ROI is 10 X
    • Customer and end-user satisfaction ratings to jump up by 20%
    • Must be certified to become a differentiator

    Operational Parameters Improvement:

    • 30% reduction in high-priority changes
    • 40% reduction in recurring incidents/ tickets
    • 20% increase in availability
    • 50% reduction in the meantime for the resolution of tickets
    • 30% reduction in average calls/ tickets/service requests per day
    • 40% reduction in system outages
    • 60% increase in first-time call resolution by service deck