ISO 20000
Service management: improving quality and increasing efficiency.
The centrepiece of the ISO/IEC 20000-1 standard is the continuous improvement process. This ongoing system optimisation leads to sustainably higher quality and efficiency of IT services: How ongoing process optimisation becomes a competitive advantage.
The definition of objectives and associated KPIs such as “customer satisfaction” or “service availability” are regularly recorded for the implementation of service management certification and measures for their improvement are developed. Due to its flexibility, the standard is suitable for all company sizes and industries and can also be applied in individual departments and sub-areas of organisations.
ISO 20000-1 certification is possible for individuals as well as for the organisation itself or for sub-areas – so you can make your company’s lead visible on several levels. Other benefits that result from ISO 20000-1 certification include
- Measurable savings and transparent costs
- Massive increase in productivity
- Higher quality and customer satisfaction through optimisation
- The certificate makes your lead visible
Increase the performance of IT services while reducing costs and improving service quality? ISO/IEC 20000 makes it possible, as the standard is the world’s first certifiable standard that relates specifically to IT service management and specialises in improving quality, increasing efficiency and reducing the costs of IT services.
Your advantages
- Cost reduction and transparency
- Saving resources (e.g. working time for troubleshooting) and increasing productivity
- Increased transparency and quality of the services provided
- Quality through optimisation
- Worldwide recognised standard
- Visible advantage through a certificate
- Benchmark through standardised services
- Accredited by Accreditation Austria and APMG
Certification
A management system in accordance with ISO 20000 is characterised by a structured approach, management responsibility for planning, control and monitoring as well as the mandatory documentation of responsibilities and processes. Similar to other ISO standards, regular measurement of target achievement and continuous improvement are among the basic requirements. The target groups for the ISO standard for service management are basically all companies that provide services.
Innovations on the climate crisis
The International Organisation for Standardisation (ISO) and the International Accreditation Forum (IAF) have published a joint communiqué due to the climate crisis and its effects. These requirements have been valid since 23 February 2024.
This communiqué sets out changes to ensure that companies and organisations address these issues. These changes are anchored in the following chapters of the standard
Chapter 4.1: ‘The organisation shall determine whether climate change is a relevant topic.’
Original text: ‘The organisation shall determine whether climate change is a relevant issue.
Chapter 4.2: ‘Note: Relevant interested parties may have requirements related to climate change.
Original text: ‘NOTE: Relevant interested parties can have requirements related to climate change.’
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