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What Organizations Should Know About ISO/IEC 20000

Best Practices For Understanding and Preventing data Breaches

Introduction to ISO/IEC 20000 Standard

ISO/IEC 20000 is a best practice guide as well as international standard for IT service management that aims for helping organizations deliver more effective IT services, both to those within business and to customers. This standard was published by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC) in 2005.

Since the nature of IT world is constantly shifting, ISO/IEC 20000 has been updated over the years and has been continually improved like the service management process itself. In 2019, the core components of ISO/IEC 20000 namely ISO/IEC 20000-1, ISO/IEC 20000-2, and ISO/IEC 20000-3 have been updated in order to provide guidelines for modern IT organizations.

The Benefits of Being ISO/IEC 20000 Certified

Nowadays, many organizations are starting to realize the importance of having ISO/IEC 20000 certification. The certification itself is valid for three years and must be renewed afterwards; thus, organizations who seek for this certification should keep up with the changes. In addition, ISO/IEC 20000 certification has proven to provide many benefits that shall be known by every organization.

First, ISO 20000 could help organizations to stand out in the marketplace and gives them credibility as ISO 20000 is the only internationally recognized standard for IT service management and has been popularly adopted in recent years. Then, ISO 20000 could make organizations more productive due to a more reliable IT services that increase efficiency and effectiveness of service management system. Lastly, ISO/IEC 20000 standard could also help organizations reduce IT cost from minimizing incidents impact on business activity as well as lower repairment cost with problem management.

Typical Project Steps Towards ISO 20000 Certification

An initiative to gain ISO/IEC 20000 is a good way to kick-start the adoption of service management best practice. However, there are several typical project steps that shall be performed by organizations who wish to have their own ISO/IEC 20000.

First, communicate the goals and benefits of the ISO 20000 certification and the approach for achieving ISO 20000 compliance with everyone within organization. Then, if organizations want to limit the scope of their ISO 20000 certificate, they must decide which parts of the organization, services and/or locations that shall be covered by the ISO 20000 certificate. After that, determine gaps between current situation and the standard's requirements that is conducted by an external advisor or through a self-assessment.

Furthermore, after the previous steps are complete, organizations should establish a project board by choosing a project manager and project staff, along with preparing a project plan and assign tasks, as well as choose an auditor and an experienced external advisor before preparing for the ISO 20000 certification audit. The preparation of certification audit is usually the most time-consuming part of an ISO 20000 initiative as a considerable number of service management processes may need to be modified or introduced. Lastly, conduct the actual ISO 20000 audit carried out by an external auditor from a Registered Certification Body (RCB).


ISO 20000 is an international standard for IT service management. This standard aims to help organizations deliver more effective IT services. This standard has been proven to provide several benefits for organizations. Therefore, gain an ISO 20000 certification is important and shall be adopted by every organization.

Bonneaud, A. (n.d.). 10 Benefits of Implementing ISO/IEC 20000 in an Organization. Slideshare. Retrieved June 10, 2021, from https://www.slideshare.net/PECBCERTIFICATION/10-benefits-of-implementing-isoiec-20000-in-an-organization
Kempter, S. (2019, April 27). FAQ: ISO 20000 Certification. YaSM. https://yasm.com/wiki/en/index.php/FAQ:_ISO_20000_Certification#What_are_the_typical_project_steps_leading_to_ISO_20000_certification.3F
What is ISO 20000? (n.d.). 20000Academy. Retrieved June 9, 2021, from https://advisera.com/20000academy/what-is-iso-20000/

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