Delivering an Efficient and Effective Service Organization through ISO/IEC 20000-1:2018 Standard Implementation and Certification

Delivering an Efficient and Effective Service Organization through ISO/IEC 20000-1:2018 Standard Implementation and Certification

Every Top Executive would like to deliver a profitable organization and stakeholders’ values. Service Providers are constantly faced with varying cost of running business and the challenges of multiple players, regulations, price sensitive service users, high cost of infrastructures, high labor turnover and so on in the business environment.

Consistently meeting or exceeding clients’ requirements is one of the key objectives of an organization providing IT Services such as e–mail, power, network, data, software design, testing services etc. Profitability is another objective. Amidst challenges, Chief Information Officer (CIO), Chief Technology Officer (CTO) must preside over an effective and efficient organization rendering consistently quality services. Survival is a major driver. Performance is non-negotiable.

However, for a Service Organization to be efficient and effective, the owners and managers of the business must deploy appropriate strategies over time to direct different components of the organization. Wise thing to do by the Top Management of Service Providing Organization is to adopt ISO/IEC 20000-1:2018 Information Technology Service Management System (ITSMS) Standard as a strategic management tool and lead managers and service owners to direct their operations based on the requirements of the standard. ISO/IEC 20000-1: 2018 Standard contains a set of management processes designed to help service organizations deliver effective services. The standard also specifies the requirements for an organization to establish, plan, implement, maintain and continually improve a service management system.

ISO/IEC 20000-1:2018 standard implementation by organizations has added values to service organizations globally.

The benefits that can be derived from the implementation of the standard requirements and subsequent certification process the organization embraces include the following:

  • Improved efficiency by increasing productivity, improving operational efficiency and encouraging the efficient use of resources
  • Improved customer satisfaction by addressing customer or user requests and incidents or service shortfalls in a timely and effective manner
  • Improved system stability by adopting an agreed risk management approach
  • Improved internal IT operations by reducing staff attrition and improving staff morale
  • Reduced costs by preventing unnecessary expenditures
  • Improved compliance by enabling more effective management decision making
  • Effective processes with capability to deliver efficient services

To achieve an efficient and effective service organization based on ISO/IEC 20000-1:2018 standard, the following actions stated below must be undertaken by the CTO /CIO.

Action 1:  Adopt the use of ISO/IEC 20000-1:2018 standard as a management tool.

Top Management must also demonstrate commitment and leadership by sharing this new direction with all stakeholders and direct and lead staff to use the standard and encourage integration into other management systems within the organization apart from providing resources.

Action 2: Top Management to elaborate service management policies and objectives at relevant functions and levels within the organization and set up necessary structure for the management of the SMS including the appointment of SMS Manager

Action 3: Determine the current state of the organization against ISO/IEC 20000-1:2018 requirements and identify gaps that need to be dealt with within a time frame. Also establish owners of the identified gaps within the system.

Action 4:  Conduct competence assessment. Identify competence gaps and training all as may be relevant.

Action 5: Develop relevant processes as required by the standard. Process such as design and transition of new or changed services, service delivery processes, resolution processes, control processes, risk identification and assessment processes, communication and awareness processes, service reporting etc. Design and develop plans, programs to deliver services and achieve service objectives

Action 6:   Set performance indicators for different services and processes and for relevant stakeholders

Action 7:  Implement standard.  Implement the requirements of the standard over time and extract measures of service performance through service monitoring, internal audit and performance review.

Action 8:  Improve. Ensure you have an active change management committee with active participation of the Executives. Develop an implementable improvement plan.

Action 9:  Certify your Service Management System

Action 10: Maintain your ISO/IEC 20000-1:2018 SMS certification

Service Organization

Olumide Ajibawo

Senior Member, American Society for Quality (ASQ)

Certified Quality Auditor & Certified Manager of Quality /Organizational Excellence

PECB Certified Trainer

Certified Lead Implementer /Lead Auditor, ISO Management Systems

Olumide Ajibawo has supported major Banks and Fintechs in Nigeria and Ghana to implement ISO/IEC 20000-1 standard and to obtain ISO certification to it.

For further information on support for your projects, email:

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