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ISO 20000-1

IT and Service Management

ISO 20000-1

Service Management

Cost-effective and reliable service management needs to be at the top of your list of essential core or support processes. In addition, many services and production processes nowadays operate only on complex information technologies and IT-based supply chains.

ISO 20000-1 is the perfect navigational aid for the implementation of a service management system focused on customers’ wishes and the fulfillment of their needs. Moreover, with the current 2011 version, you can keep track of the requirements of ISO 9001.

What is our role in this? We audit your service management according to ISO 20000-1 and a DQS certificate proves your organization’s performance capability in this critical area.

Focusing on people and markets

A proper service management system is not purely based on manuals. A true service management system enables employees to apply and develop their abilities in a structured and focused manner. As an example, you can offer Service Level Agreements (SLA), for which you can take full responsibility; keeping an eye on risks, thinking innovatively and making use of opportunities. And through your stable processes for service management, you are a sought-after and reliable part of the value-added chain. Or, to put it differently: quality in service management motivates and inspires all stakeholders.

Close at hand: quality management according to ISO 9001

The 2011 revision of ISO 20000-1 focused on the practical requirements for a service management system. While the standard was originally written from an IT perspective, it is now capable of serving as a basis for the management system of service-oriented companies. In this context, a synopsis of the requirements of ISO 9001 by DQS provides an interesting insight: virtually all the requirements of the QM standard are also part of the standard for service management systems.

How it works

All at once, or step by step – the choice is yours. On the one hand, you can be fully audited and certified according to ISO 20000-1. This process follows the classic DQS auditing process; its basis is a proprietary DQS check-list based on the 2011 revision of ISO 20000-1. But DQS also has a good solution for companies that don't want to implement a comprehensive service management system yet: we audit individual processes of your choice and issue declarations of conformity according to ISO 20000-1. Process audits already completed may be used at a later date to prepare for a comprehensive certification audit.


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