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ISO 20000-1:2018

What is ISO 20000-1:2018 and why is it good for your organization?

The International Standards Organization (ISO) 20000-1:2018 Information Technology – Service Management (ITSM) was the first international standard for Service Management and is a Service Management System (SMS) standard. Broadly aligned with and drawing heavily on the guidance provided by the International Technology Information Library (ITIL), ISO 20000-1:2018 awards organizations with certification and has requirements for processes and management systems; ITIL only provides the guidance. ISO 20000-1:2018 tells you what you need to do and ITIL tells you how to do it.

ISO 20000-1:2018 provides a set of management processes designed to help you deliver more effective IT services using the methodology and framework to manage your ITSM. As such, ISO 20000-1:2018 sets out the minimum requirements for an effective SMS and helps an organization to plan, establish, implement, operate, monitor, review, maintain, and improve its SMS which is defined by requirements for its service design, transition, delivery, and improvement of services designed to support or effect a service offering. ISO 20000-1:2018 provides all the elements needed for an organization to claim a superior SMS for its customers.


Simply put, an ISO 20000-1:2018 certification helps your organization benchmark how they deliver managed services, measure service levels, and assess their performance. It allows your IT organization to ensure the alignment between ITSM and your overall business strategy which, in turn, ensures the best service for the customer and value for you, the service provider.

Increased Customer Assurance

Organizations who follow ISO 20000-1:2018 have the service infrastructure that assures internal and external customers that the services they seek from you will be fulfilled.

Common Approach

Organizations that need a common ITSM approach by all its service providers including those in a supply chain will achieve consistency by using this model.

Manage Services

As a Service Provider you can monitor, measure and review its service management processes and services quickly identifying problems before they become incidents and negatively impact services.

Create a Culture of Continual Improvement

With continual improvement as an important output of the SMS, you can attain ever-increasing gains in savings of time, money and other resources. By making this the culture of your company, you can focus your workforce on improving the processes they are directly responsible for.

Engage Your People

Who better than the people working within a process to help find the best solutions for improving that process? By focusing your workforce on not only managing, but also improving the processes, they will be more engaged in the outcome of the organization.

International Recognition

As an ISO 20000-1:2018 certified organization you are instantly recognized as an organization that aspires to and follows industry best practices, a symbol of quality assurance to your current and future customers.

What is an SMS?

ISO 20000-1:2018 uses a process-based approach for continual improvement of your SMS. It specifies requirements for a service provider to plan, establish implement, operate, monitor, review, maintain and improve its internal and external services. The ISO 20000-1:2018 is divided into 5 parts or lifecycle stages that help structure an approach. The basic components of the lifecycle Part 1 and 2 outline the requirements for implementing an SMS that will enable IT service providers enhance the service quality for internal and external customers. It clearly defines all the requirements you need to deliver managed IT services of an acceptable quality for your customers. Each area requires a set of documentation including plans and process/procedure descriptions plus documents such as reports or audits that show how the SMS is implemented. It clearly defines all the requirements you need to deliver managed IT services of an acceptable quality for your customers.

The SMS includes:
Service Management System General Requirements
• Service Management Policy
• Service Catalog
• Management Commitment
• Governance of Processes Operated by Other Parties
• System for Document Control
• System for Record Control
• System for Internal Audits
Design and Transition of New or Changed Services
• System for Adding New Services
• System for Managing Changes to Services
Service Delivery Processes
• Service Level Management
• Service Reporting
• Service Continuity and Availability Management
• Budgeting and Accounting for Services
• Capacity Management
• Information Security Management
Relationship Processes
• Business Relationship Management
• Supplier Management
Resolution Processes
• Incident and Service Request Management
• Problem Management
Control Processes
• Configuration Management
• Change Management
• Release and Deployment Management

Refer to the ISO 20000-1:2018 documentation for a full description of these component requirements.

The second part: ISO 20000-2:2012 is the code of practice for IT service management; it is the guidance of the application of service management systems. In other words, it helps you interpret the requirements of the standard. It defines the best practice management processes and is very useful if you’re preparing to be audited against ISO 20000-1:2018 or planning service improvements.

ISO 20000-1:2018 - Road to Certification!

Once you have decided on Kreative for your Audit Preparation Needs, and reviewed our process and proven method (see Our Process), your assessment is as simple as 1, 2, 3!

Why Kreative?


As an experienced ISO 20000-1:2018 consultant, Kreative applies QM Principles to our work. We integrate your Quality Management, Project Management, Engineering, and Service Delivery to create a culture of Excellence. We do this by employing best practices, techniques, and technology. We diligently work with you as a teaming partner to help design and develop standard organizational processes, allowing your businesses to go beyond process standards by looking at your business goals to establish performance targets that drive REAL results!


Kreative has prepared many companies, supported hundreds of ISO 20000-1:2018 external audits, and worked with many Certification Bodies (Registrars). We develop the techniques and tools to integrate most of your efforts across your organization and across other ISO models such as ISO 9001:2015 and 27001:2013, and the Capability Maturity Model Integration (CMMI) Development and Services Models, at all Maturity Levels 2-5. We apply a level of organization that will keep your Audit on track and result in certification.

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Leverage SharePoint

Kreative will work with you to set up document and database repositories to organize your business assets, providing easy access for everyone in your organization, as well as external auditors who will review these assets as part of the certification process.

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Utilize Our In-House kARM (Audit Readiness Manager) Tool

Kreative understands the substantial effort and cost associated with preparing for external certifications and assessments. Our kARM tool allows an organization to organize according to each model, but more importantly, leverages its assets to satisfy the various requirements. For example, both the ISO and CMMI models focus on Project Management and your organization’s Project Management assets can be linked within the tool, saving you time, effort, and money.

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