Information Technology Service Management System(ITMS)

Certification Overview (Business Overview)

ISO/IEC 20000-1 is an IT service management standard for organizations. It provides a model for establishing, implementing, operating, monitoring, reviewing, maintaining and improving an IT Service Management System (ITSM). Establishing an ITSMS has become an indispensable mechanism for various organizations, especially financial institutions, telecom operators and high-tech enterprises, to manage operational risks. ISO/IEC 20000-1 offers IT managers a reference framework for IT service administration, and mature IT management capability can be demonstrated through relevant certification.

The standard focuses on resolving IT issues via standardized IT services: it categorizes IT problems, identifies their internal correlations, then carries out planning, deployment and monitoring in accordance with service level agreements, while emphasizing communication with customers. It also addresses system competence, as well as the management capacity, financial budgeting, software control and resource allocation required during system changes.

ISO/IEC 20000-1 targets management process systems. Its certification applies to all IT service providers, including internal IT departments and external service vendors. Holding ISO/IEC 20000-1 certification proves that an IT service organization maintains robust control over all management processes specified in the standard.

Benefits of ISO/IEC 20000-1 certification:

Effectively support your organization’s business strategies;

Build standardized service processes and boost the efficiency of IT service delivery and operation;

Integrate and utilize IT resources including information, infrastructure, applications and personnel in an effective and efficient manner;

Establish a service management mechanism for continuous improvement, respond rapidly to market demands and enhance customer satisfaction.

Certification Rules

ISO/IEC 20000-1:2018

Certification Standards (Evaluation Basis)

Title: Rules for Information Technology Service Management System Certification

Explanation of Rules for Information Technology Service Management System Certification

Issued by: CNCA (Certification and Accreditation Administration of the People's Republic of China)