- Main Navigation
- Products and Services
- Certificates + IDs
- Industry and Solutions
ISO/IEC 20000-1 (ITSMS)
TUV Rheinland has been accredited and registered as a certification body for ITSMS by JIPDEC since July 2008. (Accreditation No. ITR015) We are also accredited and registered as a certification body for ISMS and provide audit / certification service, including combined audit, from customer's point of view.
>> What is ITSMS - IT Service management System?
>> What is ISO/IEC 20000-1？
>> Benefits
>> ITSMS Main Process Frameworks
>> The Steps to the Certification
What is ITSMS - IT Service management System?
- Management System for IT service provider
- The framework to provide IT service efficiently and effectively
- Manages the availability and continuity of service based on customer requirement
- The basic structures is PDCA and continual improvement
What is ISO/IEC 20000-1?
ISO/IEC 20000-1 is an International Standard for ITSMS to improve the quality of IT service operational management and reliability of IT service.
Benefits
- Clear service level agreement
- Service improvement
- Risk reduction in suspension of service
- Better cost management
- Better supplier control
- Increase competitive edge
==> Lead better costumer expectation fulfillment
ITSMS Main Process Frameworks
■ Service Delivery Process
- Capacity management
- Service continuity and availability management
- Service level management
- Service reporting
- Information security management
- Budgeting and accounting management for IT service
■ Relationship Process
- Business relationship management
- to maintain good relationship with customers and service providers - Supplier management
- To manage suppliers to ensure the smooth and high quality service
■ Resolution Process
- Incident management
- Speedy restoration of service and quick response to request - Problem management
- Solving the cause of incidents
■ Control Process
- Configuration process
- Change management
■ Release Process
- Manage the release process to endure the traceability and distribution of changes are appropriate before into the live environment
The Steps to the Certification
【1】 Start
【2】 Stage 1 Audit
【3】 Stage 2 Audit Prep.
【4】 Step 2 Audit
【5】 After Audit
【6】 After the Certification
【1】 Start
- Contact TUV Rheinlan
- Exchange information to learn about your needs, business and propose the needed services
- Introduction of external consultant if needed and appropriate
- Make the quotation based on the scale and scope of your organization
- Contractual agreement for the service
- Arrangement pf the audit team and schedule
- Fill out the questionnaire for self-check
【2】 Stage 1 Audit
＜Main auditing points＞
- (IT service) policy
- Organization / Location
- Scope of application
- Document reviews
- Management review mechanism
- Internal audit mechanism
- Certification questionnaire
- Conclusion of readiness for Stage 2
【3】 Stage 2 Audit Prep.
- Make corrections to the Stage 1 findings
- Confirm the Stage 2 audit schedule
- Perform internal audit and management review if not done yet
【4】 Stage 2 Audit
《On-site Stage 2 Audit》
- Performed 1-6 months after the Stage 1 audit
- Issue nonconformities report if any
- Provide the audit report
＜Main auditing points＞
- Interview at each level and function of organization
- Review performance records
- Confirm all the compliance to the standard
- The policy fulfilled?
【5】 After the Audit
- If non-conformities issued
==> make correction* and corrective action** plan within about 1 month
* Correction is to fix the non-conformity itself (patch)
** Corrective action is to remove the cause of the non-conformity (permanent prevention) - The audit team confirm and approve the corrective action proposal
- The audit team recommends the certification to certification team
- Certification team review the audit process records and issue the certificate if appropriate
- The auditee receives the certificate (valid for 3 years)
【6】 After the Certification
- Within on year form the last day of Stage 1 audit, receive the surveillance audit
- Confirm the continual compliance to the standard requirements
- Verify the effectiveness of the corrective actions taken from the previous audit if any
- Verify continuation of the implementation of the certified management systems
- Verify any changes in the organization’s activities and systems
- Verify the appropriate use of certificate and logos - After 3 years, re-certification audit performed about 3 months prior to the expiry
