IT Services Management (ITSM)

ISO/IEC 20000-1:2018 is an international standard for IT Services Management (ITSM). At its core, its requirements are in line with ITIL’s best practices.

The ISO/IEC 20000-1:2018 standard is focused on the quality of IT services (IT Service Management). It is based on risk management, aiming to minimize the risks associated with increasingly harsh customer reactions in situations of “discrepancy” with their expectations, needs and requirements, including incident management, requests, continuity, accessibility , service level, service catalog and service capacity.

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    ISO/IEC 20000-1: 2018 requires from the IT services management system:
    • specific risk planning and targets
    • support expressed through resources, competence, awareness, knowledge, communication and documents;
    • organizational basis for management, business relations, budget and capacities, amendments and commissioning;
    • careful design of services related to sampling and analysis of results before commissioning;

    • order in the activities for servicing requests, reactions to incidents and problems;
    • maintain information security
    • observations, analyzes, evaluations, audits, reviews and reporting of results;
    • deal with inconsistencies and work on continuous improvements.

    Differences between different IT services can vary greatly. Accordingly, the decisions to apply the standard may be different, even for the same requirement. However, the standard leads to the same good result, expressed in a high level of internal organization of the service provider and in higher customer satisfaction – both from the service itself and from the way it reaches him and how it is maintained.