Service management system (SMS) defines requirements for service providers (IT services, telecommunication services, transmission services, production technologies maintenance ….) to ensure the customers that each of their requirement related to contracted service is satisfied the fastest possible way and with professional approach without fluctuating quality of realisation.
Even at a time of trouble-free operation, there is a significant set of customer requirements that need to be solved in the managed mode (for example requests for service change, new service delivery, user´s demands, service requests …). While it is the provider’s effort to deliver the most reliable services with a minimum of downtime, the failure of the technology cannot be removed to 100%.
The customers´ satisfaction is highly impacted not only by the reliability of the SMS processes themselves but also by the service desk, where all the requirements are directed and therefore the customer does not have to solve the question of who is competent to deal with it. According to the type of the request, the service desk will provide its equipment according to the appropriate procedures of, either incident management or change management, or using the knowledge management problem database and the information provided by the service asset and configuration management.
ISO/IEC 20000-1 is applicable to all service providers, regardless of the organization’s type or size, or the nature of the services delivered.
Example: ISO/IEC 20000-1 Certificate
ISO/IEC 20000-1 Certification mark
Revised ISO/IEC 20000-1 service management system standard
The international ISO/IEC 20000-1:2018 standard that replaces ISO/IEC 20000-1:2011 was issued for service management system in September 2018. 3-years transition period that ends 30.09.2021 was set up. After this date all certificates issued according to ISO/IEC 20000-1:2011 become invalid.
Certified organizations should adopt their service management system according to ISO/IEC 20000-1:2018 requirements.
New standard brings several changes, e.g.:
- understanding the needs and expectations of interested parties
- enhanced focus on leadership and management responsibility
- risks and opportunities control
- changes in planning and operational control
- service management objectives and planning to achieve them
- service management system planning
- control of parties involved in the service lifecycle
- configuration management
- service reporting