Step 1 – Initial Consultation

Understand your organization’s services, customers, service management objectives, certification scope, and ISO/IEC 20000-1 requirements.

Step 2 – Gap Assessment

Evaluate your existing service management processes and identify gaps against the standard.

Step 3 – Define SMS Scope

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

Step 4 – Service Management Planning

Establish service objectives, processes, responsibilities, resources, controls, and performance requirements.

Step 5 – Documentation

Develop service management policies, procedures, service catalogs, process documentation, records, and supporting information.

Step 6 – Implementation

Implement the Service Management System across relevant service management processes.

Step 7 – Employee Training

Train employees on service management requirements, processes, responsibilities, service performance, and continual improvement.

Step 8 – Internal Audit

Conduct internal audits to evaluate SMS conformity and identify corrective actions.

Step 9 – Management Review

Review service performance, objectives, customer feedback, risks, incidents, audit results, and improvement opportunities.

Step 10 – Certification Audit

An independent certification body assesses your Service Management System against the applicable ISO/IEC 20000-1 requirements.

Step 11 – Certification Decision

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

Step 12 – Continual Improvement

Maintain the SMS, address nonconformities, monitor service performance, and continually improve service management processes.