ISO/IEC 20000-1

ISO/IEC 20000-1 is an international standard that stipulates the requirements for service management systems, and provides requirements and guidelines for establishment, implementation, maintenance, and improvement of service management systems. ISO/IEC 20000-1 supports the management of the service lifecycle, including the planning, design, transformation, delivery, and improvement of services that meet agreed requirements and provide value to customers, users, and organizations. Through ISO/IEC 20000-1, the ability to provide and manage services that meet customer needs can be verified, and a service-oriented process can be established to respond to and satisfy customer requirements.

< ISO/IEC 20000-1 >

Expected effects of ISO/IEC 20000-1

• •  Implementation and operation of the service management system provides an objective evaluation of service quality and increases efficiency and effectiveness through continuous improvement.
• •  Ensure stability by operating systems in accordance with international standards and provide reliable images to customers and stakeholders.
• •  Through process standardization, rapid response services can be provided, and manpower, resources, costs, and time can be minimized.

< Key terms relating to service management system >

Key terms relating to service management system

• Service : Means of delivering value for the customer by facilitating outcomes the customer wants to achieve
• Service component : Part of a service that when combined with other elements will deliver a complete service
• Service continuity : Capability to deliver a service without interruption, or with consistent availability as agreed
• Service level agreement (SLA) : Documented agreement between the organization and the customer that identifies services and their agreed performance
• Service management : Set of capabilities and processes to direct and control the organization’s activities and resources for the planning, design, transition, delivery and improvement of services to deliver value
• Know error : Problem that has an identified root cause or method of reducing or eliminating its impact on a service
• Request for change : Proposal for a change to be made to a service component or the service management system

“ISO/IEC 20000-1 Auditor” registration requirement of GPC

• check Education level beyond secondary graduation
• check Over 5 years of work experience (including at least 2 years of experience related to service management)
• check Completion of ISO/IEC 20000-1 Auditor/Lead Auditor training
• check Pass knowledge and attribution examination of GPC
• check Audit log of at least 20M/D within 3 years