Complying with the

ISO/IEC 20000 standard

What is ISO 20000?

ISO 20000 is the internationally recognized standard for service management, which describes a set of management processes designed to help organizations deliver effective services.

It is divided into a number of parts, out of which ISO 20000-1, defines the requirements necessary for a service management system (SMS). These are mandatory requirements which must be fulfilled by organizations to be compliant with the ISO 20000 standard. This service standard is widely accepted to measure the IT service management processes within an organization. ISO 20000 compliance proves that an organization follows the best practices for delivering quality IT services.

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Benefits of ISO 20000 certification

Role of IT in preparing for ISO 20000:

IT plays an important role in complying with ISO 20000. IT management tools are used to implement service management processes under the ISO 20000-1:2018 standard, provide necessary audit evidence, facilitate the certification, and help organizations remain compliant with specifications over time.

How ManageEngine can help in complying with ISO 20000:

ManageEngine's comprehensive suite of IT management solutions offers tools that can help in the implementation and operation of service management processes as mandated by ISO 20000-1:2018. These tools effectively fulfill the requirements for compliance by integrating the mandated processes in the organization's operations and generating records as evidence of compliance.

CUSTOMERS

(Internal & external)

Service management system (SMS)

Context of the organization
Leadership
Planning
Support of the SMS
Nonconformity and corrective actionIMPROVEMENT

The service management system requirements mentioned in ISO 20000-1:2018

Reference: https://www.iso.org/obp/ui/#iso:std:iso-iec:20000:-1:ed-3:v1:en

Product process mapping:

SERVICE PORTFOLIO

SERVICE PORTFOLIO

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Relationship and agreement

Relationship and agreement

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Supply and demand

Supply and demand

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Service design build and transition

Service design build and transition

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Resolution and fulfillment

Resolution and fulfillment

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Service assurance

Service assurance

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Monitoring, measurement, analysis, and evaluation

PERFORMANCE EVALUATION

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Dive into the details

Download this guide to take a closer look at how ManageEngine products support the mandated service management processes to help you comply with ISO 20000-1: 2018.

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Disclaimer: Fully complying with the ISO 20000 requires a variety of solutions, processes, people, and technologies. The solutions mentioned above are some of the ways in which IT management tools can help with some of the ISO 20000-1: 2018 requirements. Coupled with other appropriate solutions, processes, and people, ManageEngine's solutions help achieve ISO 20000 certification. This material is provided for informational purpose only and should not be considered as legal advice for ISO 20000 certification. ManageEngine makes no warranties, express, implied, or statutory, as to the information in this material.

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