Information Technology Service Management Certification

ISO/IEC 20000-1 certifies the quality and security in the management of IT services, aligning them with business needs and improving customer satisfaction

Requirements necessary to deliver IT services aligned with business needs and objectives, with quality, security and added value for customers and stakeholders

The Standard UNE-ISO/IEC 20000-1:2018 promotes the adoption of an integrated process approach for the effective provision of managed IT services, which meets business and customer requirements through continuous improvement.

With the implementation of the Standard UNE-ISO/IEC 20000-1 , IT services are business-oriented, i.e., the basic and fundamental objective of the operation/production area is to provide a service with the highest quality and safety either to the organization itself, or to its external customers. considering IT risks. 

The Code of Good Practice is the second part of the Standard ISO/IEC 20000-2 and represents the set of best practices adopted and accepted by the industry in this area.

Efficiency and quality in IT service management

ISO/IEC 20000-1 establishes a framework for managing IT services, improving efficiency and quality. Helps align services with business needs and meet regulatory requirements

Request information

Main changes of the new 2018 version:

It has been adapted to the high-level ISO SL structure used for all management system standards.

  • Emerging market trends in service management have been taken into account, such as:
    • Cloud, Agile – Devops  Servitization (adaptation of services to new businesses).
    • The management of multiple vendors by an internal or external service integrator.
    • The need to determine the value of services for customers and stakeholders.
  • There are changes in the naming of some concepts; for example, "service provider" for "organization"; Configuration Database (CMDB) as "configuration information".
  • The sections that were previously combined for the processes of incident management, service requests, service continuity, service availability, service levels, service catalog, capacity and demand have been separated.
  • Certain requirements have been simplified as well as the required documented information, leaving only key documents of the Management System.

IQNet Mark RECOGNIZED CERTIFICATION

The IQNet RECOGNIZED CERTIFICATION mark guarantees that an organization complies with international standards of quality and management. This recognition facilitates confidence and competitiveness in the global market. 

Request information

Benefits for your company:

  • Align IT services to business needs.

  • Provide adequate management of the quality of the IT service offered.

  • Maximize IT service quality and efficiency.

  • Reduce the risks associated with IT services.

  • Reduce costs and increase customer and supplier satisfaction.

  • Proper management of multiple suppliers, whether external or internal; as well as its value for stakeholders.

  • Clear view of IT departments' capability.

  • Minimize incident and change cycle time, and improve results based on metrics.

  • Decision-making based on business indicators-KPIs and IT.

  • To provide an added value of trust, improving its image in the eyes of other companies, becoming a distinguishing factor compared to the competition.

  • The standard is a commodity for the areas of IT production/exploitation because it is a pragmatic and industrializable methodology.

  • It contemplates new trends such as Cloud, Agile-Devops, servitization, etc.

Related Industries

Any organization in any sector whose IT area provides IT services, either to the same organization or to external organizations. That is, all business sectors that have both an internal and external Data Processing Center. (on-premise; outsourcing/cloud).

Integration with other systems

Due to its structure, it is easy to integrate with the UNE-ISO/IEC 27001 Information Security Management Systems, given that UNE-ISO/IEC 20000-1 has an Information Security Management process. And in short, with any process management system such as UNE-EN ISO 9001. In addition, the DEVOPS (Agile Methodologies) function can be considered.

Our experience

Among the companies that have this certificate are the internal Data Processing Center of El Corte Inglés, the external Data Processing Center of Telefónica Soluciones, various entities and organizations such as CEPSA, INDRA, IECISA, BURO DE CREDITO (Mexico), TELEFONICA Soluciones, BANCO DE LA NACIÓN (Peru), etc. AENOR has issued more than 200 certificates of Information Technology Services UNE-ISO/IEC 20000-1.

Documentation

Discover all the training available in ISO 20000

Courses