ISO 20000-1

As an integral part of many work processes and products, information technology has a significant impact on the profitability of companies - a key reason why more and more managers are actively addressing this issue. This is because many services and production processes are increasingly based on IT-supported supply chains.

How cost-effective information technology products, systems and services can ultimately be depends directly on their defined characteristics. It is therefore important to produce the highest level of reliability, functionality and security and to prove this precisely.

An ISO 20000-1 certificate certifies that your company is able to plan, implement and improve IT processes and fulfil the internationally defined minimum standards. The standard covers the requirements placed on a service management system (SMS) and therefore in particular on a professional IT service management system (ITSM) and applies to all companies that offer IT service management services.

• Effective and efficient organisation of IT processes
• Proof of the ability to provide customer-specific IT services (service level agreements)
• Continuous improvement of IT services through tried-and-tested processes and methods
• Prevention of errors and failures
• Improving the use of resources and increasing productivity in the core business
• Increasing customer satisfaction and customer confidence
• Increasing transparency within the organisation

By fulfilling ISO 20000-1, companies guarantee the quality of the services they offer and can communicate to the outside world that they provide reliable and cost-effective services by providing objective proof. Naturally, the wishes and needs of the customer take centre stage. A management system introduced within the framework of ISO 20000-1 enables you to offer a target-oriented and cost-optimised service. This will secure you a long-term competitive advantage and increase your performance and competitiveness.

A good preparation for ISO 20000-1 certification is the IT Infrastructure Library, which comprises a collection of predefined processes, functions and roles in relation to corporate IT infrastructures. These serve as best practice recommendations that internet service providers can follow in order to offer a high-quality service. The ISO 20000-1 standard is harmonised with ITIL.

In a joint declaration in February 2024, the International Accreditation Forum (IAF) and the International Organisation for Standardisation (ISO) explained the additions to various management system standards. The statement emphasises the importance of taking climate change into account in the various management systems.

Sections 4.1 and 4.2 of the respective standard are affected. The additions are intended to ensure that climate change issues are considered by the organisations in addition to all other aspects in connection with the effectiveness of the management systems.