Step 1 – Initial Consultation

Understand your IT services, customers, service-management objectives, existing processes, and certification requirements.

Step 2 – Gap Assessment

Evaluate your existing Service Management System against ISO/IEC 20000-1 requirements and identify gaps.

Step 3 – Define SMS Scope

Determine the services, locations, departments, processes, technologies, and organizational boundaries covered by the Service Management System.

Step 4 – Service Assessment

Review service requirements, service processes, dependencies, suppliers, resources, risks, and performance measures.

Step 5 – Documentation

Develop service-management policies, procedures, service catalogs, service-level processes, incident and problem procedures, change-management processes, and supporting records.

Step 6 – Implementation

Implement the Service Management System throughout the defined scope.

Step 7 – Employee Training

Train employees on service-management responsibilities, procedures, service levels, incident handling, change management, and ISO/IEC 20000 requirements.

Step 8 – Internal Audit

Conduct internal audits to evaluate SMS conformity and identify nonconformities.

Step 9 – Management Review

Review service performance, objectives, customer feedback, audit findings, risks, incidents, corrective actions, and improvement opportunities.

Step 10 – Corrective Actions

Address identified nonconformities and verify that corrective actions are effective.

Step 11 – Certification Audit

An independent certification body conducts the external assessment of your Service Management System.

Step 12 – Certification Decision

The certification body reviews the audit results and independently makes the certification decision.

Step 13 – Continual Improvement

Maintain the SMS, monitor service performance, address incidents and nonconformities, review service requirements, and continually improve IT service management.