Information Security, Privacy & IT
ISO/IEC 20000-1:2018 IT Service Management – Lead Implementer
Overview
A programme for those responsible for designing, implementing and maintaining a management system based on ISO/IEC 20000-1:2018. It walks through context, leadership, risk-based planning, documentation, operation, performance evaluation and improvement, ready for certification.
The standard
About the standard
ISO/IEC 20000-1:2018
IT Service Management System
Specifies what is needed to run a service management system covering the planning, design, hand-over, delivery and improvement of services across their full lifecycle. It applies equally to internal service functions and external providers, including those working within a supply chain, giving customers and auditors a common yardstick for service quality. Its high-level structure mirrors other ISO management-system standards, making it straightforward to combine with methods such as Agile, ITIL or COBIT.
Key objectives
- Provide a repeatable structure for planning, designing and delivering services that meet agreed requirements
- Give customers assurance about the consistency and quality of the services they receive
- Let providers demonstrate service-management capability through independent certification
- Support ongoing monitoring, measurement and review of the service management system
- Allow the framework to sit alongside methods like Agile, Lean, DevOps, ITIL or COBIT
Who uses it
IT service providers and internal IT functions delivering services to customers.
Structure of the standard
1–3Scope, references & terms
Introductory clauses defining the scope of the standard, normative references and key definitions.
4Context of the organisation
Understand internal and external issues, the needs and expectations of interested parties, and the scope of the management system.
5Leadership
Top-management commitment, an appropriate policy, and clearly assigned roles, responsibilities and authorities.
6Planning
Address risks and opportunities, set measurable objectives and plan the actions and changes to achieve them.
7Support
Provide the resources, competence, awareness, communication and documented information the system needs.
8Operation
Plan and control the service portfolio and the service lifecycle — service level, relationship, supply, resolution and control processes — to deliver and improve agreed services.
9Performance evaluation
Monitor, measure, analyse and evaluate; conduct internal audits and management reviews.
10Improvement
Manage nonconformities and corrective action and continually improve the management system.
Learning outcomes
What you will be able to do
- Translate the requirements of ISO/IEC 20000-1:2018 into an implementation plan
- Define context, scope, policy, objectives and roles
- Apply risk-based thinking and plan actions
- Build the documented information and operational controls
- Set up monitoring, internal audit and management review
- Prepare the organisation for certification
Who should attend
Managers, consultants and project leads responsible for building or maintaining a management system.
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