ISO 20000-1 Requirements Checklist

  • October 01, 2018
  • Registrationwala
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The ISO 20000-1 is the one part of the ISO 20000 standard that deals with the IT service management system within the organization.  The ISO 20000-1 outlines the minimum requirement while the ISO 20000-2 provides for the additional guidance to help the applicant with seamless implementation. This standard provides the framework for helping the organizations in adapting to the evolving technologies, aligning with business objectives and providing the efficiency in the performance.  In this blog we will discuss the clause wise ISO 20000- 1 requirements that must be fulfilled by the applicant in order to ensure the effective implantation of this standard.

Clause Wise Requirements:

Clause 1 - Scope of standard

The requirements defining the scope of the standard are explained in this clause.

Clause 2 - Definition

The definitions and the key terms of the standard are required to be provided for by the applicant.

Clause 3 - Service Management System

The top management shall ensure that the proper documentation, management, and resource collection to place this standard effectively to the organization. Basically the responsibility is placed with the top management in this clause to plan, establish, implement, review and maintain the service management system.

Clause 4- Design and Transition new or changed services

This clause basically deals with identifying and evaluating the requirements for new services. Further, there is a need to design and transit to approved services.

Clause 5 - Service delivery process

For the ISO requirements the service delivery system agreement shall be put in place in order to ensure that the requirements of the services of the customer and the internal team are clear and met in the best manner. Moreover, the system shall be developed for service reporting in order to review the performance against the standards. Lastly this clause also provides for identifying the need of providing the continuous services to patient.

Clause 6 - Providing training and awareness 

The relevant information and the training shall be provided to the employees regarding the ISO 20000-1 certification process and its implementation. The key terms, definitions, processes and the entire system of the SMS shall be clearly explained to the team.

Clause 7 - Control processes 

The system to develop and maintain the complete management database shall be formulated. Proper record and documents must be developed and maintained policy to help in controlling the ITSMS. The process must be reviewed continuously and opportunities for improvement must be identified.


If you are planning to obtain the  ISO 20000 1 certification in India make sure to take a glance at the clauses mentioned and make sure to comply with them.

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