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ISO 20000 CERTIFICATION
IN MALAYSIA 

For Faster, Transparent and Cost Effective
Certification Process

Contact Us

This field is for validation purposes and should be left unchanged.

ISO 20000 CERTIFICATION
IN MALAYSIA 

For Faster, Transparent and Cost Effective
Certification Process

ISO 20000 CERTIFICATION

WHAT IS IT?

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. To enhance the overall service quality, ISO 20000-1:2018 ensures that organizations consistently meet customer expectations by aligning IT services with business objectives. The standard helps to minimize risks, improve customer satisfaction, and drive continual improvement through regular monitoring and performance evaluation. 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

    Does Your Company Need ISO 20000 Certification in Malaysia ?  

    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 certification in Malaysia 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. Organizations that achieve ISO 20000 certification demonstrate their commitment to delivering reliable and high-quality services in a structured and measurable way. Take an initiative today to obtain ISO 20000 certification in Malaysia with the leading ISO certification consultants – Univate Solutions.

    ISO 20000 Certification Consultants in USA

    Engagement Completed

    Customer Served

    Certificate Issued

    %

    Satisfied Customers

    GET OUR FREE CONSULTATION TODAY

    Experience best in class services by Univate’s  Consultants from GAP Analysis to final assessment and till getting certified

    ISO 20000 Certification in Saudi Arabia

    Key Benefits of Being Certified in ISO 20000-1:2018

    By obtaining ISO 20000 certification, Malaysia businesses can ensure their service management systems are well-organized, sustainable, and aligned with both business and customer demands. Let’s explore some key benefits of the ISO 20000 certification in Malaysia below:

    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

    GET OUR FREE CONSULTATION TODAY

    Experience best in class services by Univate’s  Consultants from GAP Analysis to final assessment and till getting certified

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

    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. By integrating best practices and tailored solutions for ISO 20000 certification in Malaysia, we help you streamline operations, enhance service reliability, and achieve long-term customer satisfaction. Get in touch with our experts consultants today.

    Univate Solution Help
    Univate Solution Help

    How Can Univate Solution Help for ISO 20000 Certification in Malaysia ?

    Over the past five years, Univate Solutions 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. At Univate Solutions we provides expert guidance for ISO 20000 certification in Malaysia, offering end-to-end support from gap analysis to implementation. Our services ensure businesses align their service management processes with ISO standards, improving efficiency, compliance, and customer satisfaction while achieving successful certification with tailored strategies and continual improvement.

    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
    Univate Solution Help

    To help us better address your Certification requirements
    Please contact us

     

    Implementation Support

    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

    OUR CLIENTS

    CLIENT TESTIMONIALS

    Sultan
    Sultan
    30/07/2023
    It was really a great partnership with their team.
    Amulya P
    Amulya P
    25/07/2023
    I had the pleasure and opportunity of working with Univate Solutions on couple of High Maturity (ML5) CMMi appraisals & found them to be one of the best Authorised CMMi (ISACA’s) Partner in terms of Understanding, Approach, Collaboration & Execution throughout the whole journey. As the SEPG head, got extensive exposure to interact/work with them during the appraisals and got to know a lot more on the models, the value proposition & Process approach. It was an incredible journey! Their professional approach, understanding of the model and execution process was invaluable for the successful appraisal. Their approach right from GAP Analysis to Final Assessment through implementation was a journey of amazing learning experience for everyone. Univate Solutions provided very practical guidance and advice on our processes tailored to our type of business. They were excellent in communicating with our team on our progress and always made our people feel comfortable during the process. Univate Solutions excels at mapping an organization’s process to the model as much as possible, identifying where shortfalls lie, and helps organizations develop an effective process improvement plan. With their thorough understanding and experience, they guide organizations to appraisals that will withstand any level of post-appraisal scrutiny.
    Ashish Sherlekar
    Ashish Sherlekar
    24/07/2023
    Team Univate holds many professional approach.
    Doaa Sharaf
    Doaa Sharaf
    23/07/2023
    Proud to work with the company during the gap analysis in RTA and the work that have been done during 2 months, Thanks for the cooperation and the detailed and clear reports and looking forward for more achievements.
    Naveen Kumar M.L.
    Naveen Kumar M.L.
    21/07/2023
    I had the pleasure of working with a phenomenal CMMI partner firm for CMMI ML 5 V2.0. From start to finish, their exceptional services and commitment to excellence surpassed all my expectations. First and foremost, the team at Univate Solutions demonstrated an unparalleled level of professionalism throughout our collaboration. They showcased an in-depth understanding of CMMI best practices and utilized their expertise to guide us seamlessly through the entire process. Their vast knowledge of the CMMI model was truly impressive and played a vital role in our successful journey towards maturity Level 5. Communication with Univate Solutions was outstanding, with prompt responses to our inquiries and an unwavering dedication to keeping us informed at every stage. They listened attentively to our specific requirements and tailored their approach to fit our unique organizational needs. The level of support provided by Univate Solutions was exceptional.The guidance they provided was not only insightful but also practical, enabling us to implement meaningful improvements and achieve tangible results. It was evident that they possess a deep passion for their work and a genuine desire to help organizations achieve excellence. In conclusion, I wholeheartedly recommend Univate Solutions as a CMMI partner firm. I am confident that any organization seeking to enhance their processes and achieve CMMI maturity will greatly benefit from their exceptional services. Thank you, Univate Solutions, for the outstanding work you do!
    Satyakam Sahu
    Satyakam Sahu
    21/07/2023
    Univate solution has been LEA Associates South Asia Pvt. Ltd.,’s consultant for CMMI certification since 4 years. They have exemplary expertise and have handholded our team very well for the certification. I wish them well for their future endeavours.
    Gurneet Kaur
    Gurneet Kaur
    12/07/2023
    The quality and philosophy of support at Univate are unparalleled. The Univate team significantly reduced the time to collect and manage the systems, policies, and procedures to be ready for the report audit. Through the Univate audit center, Zluri was able to significantly speed up their audits by collaborating with auditors, from sharing artifacts to tracking progress. With the support of the Univate team, compliance with SOC2 Type 2 was no longer the arduous task it used to be.
    Tariq Abubaker
    Tariq Abubaker
    11/07/2023
    Very excellent experience,Univate team are very much focused and they always give the their customers attention
    Siddhartha Dehury
    Siddhartha Dehury
    11/07/2023
    Univate helped Gemini Consulting Services in the complete evaluation, assessment and final awarding of CMMi Lev 3 certification. The entire process was very smooth and systematic. The services rendered by Univate are highly recommended.
    Amit Bhargava
    Amit Bhargava
    10/07/2023
    Univate Solutions team works in very professional manner . All engagements finishes in with time scoped. Would recommend to engage them for quality and process management consulting .

    Common FAQs on ISO 20000 Certification in Malaysia 

    When businesses in Malaysia consider ISO 20000 certification, they often have several questions. Here’s a quick look at some common FAQs:

    By adopting ISO 20000, Malaysia businesses ensure consistent service delivery, enhanced customer satisfaction, and operational efficiency, giving them a competitive edge in the market.
    The timeline for ISO 20000 certification depends on the current state of your service management system and the resources dedicated to the implementation process. It usually takes several months, from gap analysis to the final audit.
    Industries that heavily rely on IT services, such as finance, healthcare, telecommunications, and government sectors, gain the most from this certification by ensuring reliable service delivery and compliance.
    ISO 20000 is an international standard for service management, helping organizations establish a structured system to deliver high-quality IT services.
    Yes, ISO 20000 helps businesses in Malaysia stay compliant with both local regulations and international service management standards, reducing operational risks.

    Get in touch with our expert consultants for your ISO 20000 certification needs in Malaysia or email us at, info@univate.in for more details.