ISO IEC 20000

ISO/IEC 20000-1 is the international standard for an IT Service Management System (SMS). It specifies the requirements for an organization to establish, implement, maintain, and continually improve a system for delivering managed IT services. In simple terms, it's a "how-to" guide for running a professional, high-quality IT service operation that meets business and customer expectations.

No, but they are closely related. This is a very common point of confusion.

• ITIL® (Information Technology Infrastructure Library) is a framework that provides a detailed library of best practices and guidance for IT service management. It's descriptive.

• ISO/IEC 20000-1 is an auditable standard. It specifies what an organization must do to be compliant and achieve certification. It's prescriptive.

Think of it this way: ITIL provides the ideas and detailed "how-to" knowledge, while ISO 20000 provides the formal specification to be audited against. Many organizations use the ITIL framework to help them meet the requirements of the ISO 20000 standard.

No, it's not just for large companies. The standard is scalable and beneficial for any organization that provides IT services, regardless of size. This includes:

• Internal IT departments of companies in any sector (e.g., banks, manufacturing, retail).

• Managed Service Providers (MSPs) and IT outsourcing companies.

• Software-as-a-Service (SaaS) providers.

• Cloud hosting providers and data centres.

• Telecommunication companies.

• Government IT departments and public sector service providers.

The ISO 20000 family has several parts. The most important one is ISO/IEC 20000-1:2018, which contains the formal requirements an organization must meet to be certified. Other parts, like ISO/IEC 20000-2, provide guidance and recommendations on how to apply the requirements. You are only certified against Part 1.

The benefits are significant in the competitive Pakistani market:

• Competitive Advantage: Certification distinguishes you from competitors, especially when bidding for contracts with large national companies, multinationals, and government bodies.

• Access to Tenders: Many government and public sector tenders in Pakistan now list ISO certifications as a mandatory or preferred requirement.

• Increased Customer Trust: It provides objective proof to your clients that your IT services are managed professionally and reliably.

• Improved Efficiency: Implementing a structured SMS reduces IT-related incidents, streamlines processes, and lowers operational costs.

• Global Recognition: It is an internationally recognized standard, which is crucial for Pakistani IT companies looking to serve or attract foreign clients.

Profitability is improved through two main channels:

1. Cost Reduction: Efficient processes for incident, problem, and change management lead to less downtime, fewer errors, and better use of your IT resources, directly cutting operational costs.

2. Revenue Growth: The certification acts as a powerful marketing tool, helping you win new business and retain existing customers who value consistent, high-quality service.

A typical implementation journey includes:

1. Management Commitment: Gaining buy-in and resources from top leadership.

2. Gap Analysis: Assessing your current IT processes against the standard's requirements.

3. Planning & Design: Developing the Service Management Plan, policies, and processes.

4. Documentation: Creating the necessary procedures, work instructions, and records.

5. Implementation & Training: Rolling out the new processes and training your staff.

6. Internal Audit: Conducting a self-check to ensure everything is working as intended.

7. Management Review: Top management reviews the performance of the SMS.

8. Certification Audit: An external, accredited body conducts the final audit for certification.

The timeline varies depending on the size and complexity of your organization and the maturity of your existing processes. For a mid-sized organization in Pakistan, a typical implementation project can take anywhere from 6 to 12 months.

While not mandatory, it is highly recommended. An experienced consultant like Burraq Consulting can save you significant time and resources. They bring expert knowledge of the standard, help you avoid common pitfalls, ensure the system is practical for your business, and prepare you thoroughly for the certification audit, dramatically increasing your chances of first-time success.

The total cost has several components, so there's no single price. Key costs include:

• Consultancy Fees: If you hire a consultant for guidance and implementation.

• Certification Body Fees: The fee paid to the external accredited body to conduct the certification audit.

• Internal Costs: The time your employees spend on the project.

• Technology Costs: Potential investment in ITSM software tools to support your processes. It's best to get specific quotes from both consultants and certification bodies.

The certificate is issued by an independent, accredited Certification Body (CB). It is crucial to choose a CB that is accredited by a reputable national or international accreditation body (e.g., one that is a member of the International Accreditation Forum - IAF). This ensures your certificate is credible and globally recognized.

The certificate is valid for three years.

No. To maintain your certification, your organization must undergo annual surveillance audits conducted by your certification body in the first and second years. At the end of the three-year cycle, you will have a re-certification audit to renew your certificate. This ensures that you are continually improving and maintaining your Service Management System.