Quality in (IT) service provision

The quality of your IT processes can have a direct consequence on the quality of your IT service management. With a service management system (SMS) in accordance with ISO/IEC 20000-1:2018, you optimize the reliability of your IT resources and ensure the fulfillment of your service agreements.

Recognized proof of structured service management

Improved transparency in the processes of the services

Continuous improvement of customer satisfaction

Systematic identification of risks and opportunities

Beschreibung Standard/Regelwerk

How does ISO 20000-1 define IT -based service management?

ISO 2000-1 is rooted in IT service. For this reason, the standard also addresses information security in the context of service and refers to ISO 27001, whose requirements include verifiable IT security. The basic structure makes it easy to map the various standard requirements in a common, integrated management system.

IEC/ISO 20000-1 was designed for the development of a service management system that focuses on the needs of customers on an international scale. The transparency that results from meeting the requirements of the standard allows you to agree so-called "Service Level Agreements" (SLA).

These provide planning and action security for all parties involved. The management system helps you to better identify opportunities for new services and to implement them more efficiently. In addition, ISO 20000-1 offers transparent documentation to help you keep an eye on risks and contributes to the success of your company with stable processes.

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Why is ISO 20000-1 useful for your company?

Service companies and IT departments in organizations across North America rely on the internationally recognized ISO 20000-1 standard as proof of their service quality. It is the perfect navigation aid for setting up a service management system that focuses on your customers' needs and on covering your own needs. The standard has several benefits including:

  • With certification, you demonstrate to internal and external customers a cost-effective and reliable service management system (SMS)
  • In addition, customers will perceive your brand as trustworthy
  • You can close "Service Level Agreements" (SLA) that provide planning and action security for all parties involved
  • The standard enables your employees to deploy and develop skills in a structured and targeted manner
  • Based on an international standard, the management system helps you to better identify opportunities to implement new services more efficiently
  • You will also  easily manage risks and contribute to the company's success with stable processes in service management leading to a more customer-oriented and enthusiastic service
  • The guidelines of the best practice approach of the IT Infrastructure Library (ITIL) are also considered. ITIL is the most widely used approach to IT service management (ITSM for short), i.e. also for all companies that provide IT services
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ISO 20000-1 vs ISO 9001

ISO 20000-1 is characterized by its close relationship to the well-known ISO 9001 standard. There are only a few aspects of quality management that need to be considered in addition to service management. Existing quality management system benefits from the strongly service-oriented focus of ISO 20000-1.

The effort required to achieve a quality management system certification in both ISO 9001 and ISO 20000-1 are minimal as long as the scope is similar. These two certificates demonstrate the prioritization of  service and quality within your organization. Feel free to contact us about a combined audit of ISO 20000-1 and ISO 9001 to get certified according to both sets of rules. 

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What are the steps involved in getting ISO 20000-1 certified with DQS Inc?

Once all standard requirements have been implemented, you can have your management system certified by going through the DQS Inc. multi-stage certification process. If a certified management system already exists in your company, the process can be shortened. However, if you do not yet wish to implement a fully comprehensive service management system, we will also audit individual processes in your company and issue a certificate of conformity for them.

In the first step, we discuss your company, your management system, and the goals of an ISO 20000-1 certification. Next, you will promptly receive a detailed and transparent quote, tailored to your company’s needs.

Especially for larger certification projects, a planning meeting is a good opportunity to get to know your DQS Inc. auditor, as well as to develop an individual audit program for all involved areas and locations. The gap assessment offers the opportunity to identify strengths and improvement potential of your management system in advance.

The certification audit starts with a system analysis, stage 1 audit, and an evaluation of your documentation, objectives, the results of your management review, and internal audits. In this process, we determine whether your management system is sufficiently developed and ready for certification.

In the stage 2 system audit, your DQS Inc. auditor assesses the effectiveness of all management processes on site. In a final meeting, they will provide you with a detailed presentation of the results and any areas of improvement for you company. If necessary, action plans are agreed upon.

After the certification audit, the results are evaluated by the independent certification board of DQS Inc. You will receive an audit report containing the audit results. If all standard requirements are met, you will receive an internationally recognized certificate.

To ensure that your company continues to meet all the important criteria of ISO 20000-1 after the certification audit, DQS Inc. conducts surveillance audits on an annual basis. In this way, the continuous improvement of your service management system and your business processes is competently monitored.

The ISO/IEC 20000-1 certificate is valid for a maximum of three years. Recertification is carried out by DQS Inc. in good time before expiry to ensure continued compliance with the applicable standard requirements. In a favorable case, a new certificate is issued.


How much does ISO 20000-1 certification cost?

The cost of ISO 20000-1 certification depends on many factors. It plays an important role whether other certified management systems are already in place. The size and complexity of the company have a strong influence on the cost.

For these reasons, the costs for certification according to ISO/IEC 20000-1 cannot be given as a lump sum. We are happy to make you an individual quote for your organization, regulatory agency, or company.

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What you can expect from DQS Inc.

  • Many years of experience in ISO 20000-1 certification
  • Value-adding insights into your service management
  • Industry-experienced auditors and experts from the field
  • Internationally accepted certificates
  • Personal, seamless support from our specialists with local support in the US and internationally
  • Individual offers with flexible contract terms and no hidden costs
  • Meaningful audit reports including recommendations for action
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We would be happy to provide you with a customized offer for ISO 20000-1 certification.