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ISO 20000
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ISO 20000 Print


ISO 20000 is the international standard for IT Service management broadly aligned with the ITIL (IT Infrastructure Library) framework. The ISO 20000 standard has been developed for IT companies that would like to improve the quality of service delivered to their customers, by promoting the adoption of an integrated process approach to effectively deliver managed services to meet the customer and business requirements. The ISO 20000 standard is designed to keep a company IT Service Management continuously managed and improved by the implementation of a Service Management System (SMS).

The ISO 20000 standard helps companies to understand their processes, develop and implement a Service Management System (SMS) in any IT company that would like to operate efficiently and improve profitability.

ISO 20000 series of standards is organized as follow:

  • Part 1: specification – the specification for service management covering the IT service management. This part sets out minimum requirements that must be achieved, and will be used to demonstrate compliance via a certification or audit process
  • Part 2: code of practice – code of practice for service management, represents an industry consensus on guidance to auditors and offers assistance to service providers planning service improvements or to be audited against ISO 20000-1

ISO 20000 Compliance Program

The ISO 20000 Compliance Program is designed to answer questions raised by any company that would like to improve the quality of service delivered to their customers while evaluating and selecting products to support ISO 20000 requirements. This Compliance Program provides validated evidence about a product’s features and capabilities to support the ISO 20000 requirements or ISO 20000-2 guidelines.

ISO 20000 Compliance Testing and analysis cover several aspects of the product including:

  • Compliance Effectiveness
  • Product Capabilities Support
  • Compliance with other management systems standards
  • Management and Usability
  • Suitable for Use in and Recommended Configuration
  • Product Roadmap

ISO 20000 Compliance Testing Criteria

ISO 20000 Compliance Testing is conducted by trained analysts against the ISO 20000 Compliance Program criteria, as well as Compliance Labs functional and quality assurance requirements. The ISO 20000 Compliance Program criteria rely on ISO 20000 requirements from auditor’s perspective, companies’ needs, and from queries numerous specialists, including affected products vendors, developers, users and industry groups. The compliance analyst will report the results of each phase of testing in the Compliance Report, and will also document the product components submitted by the vendor and the configuration of the product evaluated.p>

Continuous Evaluation Process

Compliance Labs has developed the continuous testing process as a fundamental aspect of the ISO 20000 Compliance Program. The continuous evaluation process will monitor new compliance requirements and best practices and update testing criteria to drive product compliance effectiveness and quality over the long term.

Learn more about ISO 20000 requirements