FAQ: ISO 20000 Certification - Revision history

Andrea at 15:48, 15 April 2025

2025-04-15T15:48:05Z

← Older revision		Revision as of 17:48, 15 April 2025
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/FAQ:_ISO_20000-Zertifizierung"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/FAQ:_ISO_20000-Zertifizierung"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>
	~~<p> </p>~~

	<html><span id="md-webpage-description" itemprop="description">Browse through these FAQs to find answers to common questions about <a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">ISO 20000</a> certifications and ISO/IEC 20000 audits. Tips for organizations that want to sustainably improve their <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="YaSM service management processes">service management processes</a> and get certified to <a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="The most recent edition of ISO 20000 2018">ISO/IEC 20000:2018</a>.</span></html>		<html><span id="md-webpage-description" itemprop="description">Browse through these FAQs to find answers to common questions about <a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">ISO 20000</a> certifications and ISO/IEC 20000 audits. Tips for organizations that want to sustainably improve their <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="YaSM service management processes">service management processes</a> and get certified to <a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="The most recent edition of ISO 20000 2018">ISO/IEC 20000:2018</a>.</span></html>
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	Working along ISO 20000 principles and service management best practice also offers internal benefits for your organization, because the standard is all about supporting clients with adequate services, while providing these services as efficiently as possible.		Working along ISO 20000 principles and service management best practice also offers internal benefits for your organization, because the standard is all about supporting clients with adequate services, while providing these services as efficiently as possible.

	What's more, the decision to seek ISO 20000 certification sets a specific target for your organization and helps concentrate minds. An ISO 20000 certification initiative is thus a good way to kick-start the adoption of service management best practice and to make sure motivation stays high.		What's more, the decision to seek <b><span style="color:#465674;">ISO 20000 certification</span></b> sets a specific target for your organization and helps concentrate minds. An ISO 20000 certification initiative is thus a good way to kick-start the adoption of service management best practice and to make sure motivation stays high.

	==What is the audit process?==		==What is the audit process?==
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	==How do we prepare for the audit?==		==How do we prepare for the audit?==
	Unfortunately, ISO 20000 only sets out requirements that must be fulfilled, but it does not provide detailed guidance. Its authors recommend that organizations use ~~<i>"~~a combination of generally accepted frameworks and their own experience~~"</i>~~ in their effort to get aligned with ISO 20000.		Unfortunately, ISO 20000 only sets out requirements that must be fulfilled, but it does not provide detailed guidance. Its authors recommend that organizations use "a combination of generally accepted frameworks and their own experience" in their effort to get aligned with ISO 20000.

	<html>So the classic approach to preparing an organization for the ISO 20000 audit is to take the advice from the popular service management frameworks and approaches such as <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and the IT Infrastructure Library ITIL®">ITIL</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_-_CMMI-SVC" title="YaSM and CMMI® for Services (CMMI-SVC)">CMMI-SVC</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT (Control Objectives for Information and Related Technologies)">COBIT</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/VeriSM" title="What is VeriSM?">VeriSM™</a>, <a href="https://yasm.com/wiki/en/index.php/FitSM" title="What is FitSM">FitSM</a>, <a href="https://yasm.com/wiki/en/index.php/SIAM" title="What is SIAM Service Integration and Management?">SIAM</a>™, etc. Wherever nonconformities with ISO 20000 are identified, organizations can use that guidance to adapt their processes or documentation, as needed.</p>		<html>So the classic approach to preparing an organization for the ISO 20000 audit is to take the advice from the popular service management frameworks and approaches such as <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and the IT Infrastructure Library ITIL®">ITIL</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_-_CMMI-SVC" title="YaSM and CMMI® for Services (CMMI-SVC)">CMMI-SVC</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT (Control Objectives for Information and Related Technologies)">COBIT</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/VeriSM" title="What is VeriSM?">VeriSM™</a>, <a href="https://yasm.com/wiki/en/index.php/FitSM" title="What is FitSM">FitSM</a>, <a href="https://yasm.com/wiki/en/index.php/SIAM" title="What is SIAM Service Integration and Management?">SIAM</a>™, etc. Wherever nonconformities with ISO 20000 are identified, organizations can use that guidance to adapt their processes or documentation, as needed.</p>
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			<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" title="6 steps to ISO 20000 certification"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/480px/iso-20000-certification-steps.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" fetchpriority="high" decoding="async" width="480" height="360" class="mw-file-element" alt="Typical project steps leading to ISO 20000 certification. - 1. Create awareness, 2. Determine the ISO 20000 certification scope, 3. Conduct an initial ISO 20000 assessment, 4. Set up the project, 4. Prepare for the certification audit, 5. Conduct the ISO 20000 audit. Retain ISO 20000 certification." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a itemprop="thumbnailUrl" href="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/1x1/iso-20000-certification-steps.jpg" title="Typical steps leading to ISO 20000 certification">6 steps to ISO 20000 certification</a></b></span></figcaption></figure></div></html>
	<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" title="6 steps to ISO 20000 certification"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/480px/iso-20000-certification-steps.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" fetchpriority="high" decoding="async" width="480" height="360" class="mw-file-element" alt="Typical project steps leading to ISO 20000 certification. - 1. Create awareness, 2. Determine the ISO 20000 certification scope, 3. Conduct an initial ISO 20000 assessment, 4. Set up the project, 4. Prepare for the certification audit, 5. Conduct the ISO 20000 audit. Retain ISO 20000 certification." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" title="Typical steps leading to ISO 20000 certification">6 steps to ISO 20000 certification</a></b></span></figcaption></figure></div></html>

	How to become ISO 20000 certified? Let's break it down into six steps.		How to become ISO 20000 certified? Let's break it down into six steps.
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	<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_Project" title="Use cases - ISO 20000 projects">Use cases: How the YaSM model supports your ISO 20000 project</a></li>		<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_Project" title="Use cases - ISO 20000 projects">Use cases: How the YaSM model supports your ISO 20000 project</a></li>
	<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="ISO 20000 - 2018">The most recent edition of ISO 20000:2018</a></li>		<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="ISO 20000 - 2018">The most recent edition of ISO 20000:2018</a></li>
	<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO 20000">How YaSM relates to ISO 20000</a></li>		<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO 20000">How YaSM service management relates to ISO 20000</a></li>
	<li><a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">The YaSM - ISO 20000 Bridge</a></li></ul></html>		<li><a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">The YaSM - ISO 20000 Bridge</a></li></ul></html>

Andrea at 16:41, 22 July 2024

2024-07-22T16:41:02Z

← Older revision		Revision as of 18:41, 22 July 2024
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	<p> </p>		<p> </p>

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	==What are the typical project steps leading to ISO 20000 certification?==		==What are the typical project steps leading to ISO 20000 certification?==

	<html><div ~~style="float:right;"><div itemscope itemtype="https://schema.org/ImageObject">~~		<html><div itemid="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" itemscope itemtype="https://schema.org/ImageObject">
	~~<a href~~="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" ~~title~~="~~6 steps to ISO 20000 certification" itemprop="contentUrl~~">
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	<meta itemprop="keywords" content="ISO 20000 steps" />		<meta itemprop="keywords" content="ISO 20000 steps" />
	<meta itemprop="keywords" content="ISO 20000 certification" />		<meta itemprop="keywords" content="ISO 20000 certification" />
	<img style="margin:5px 0px 10px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/480px/iso-20000-certification-steps.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" width="480" height="360" title="6 steps to ISO 20000 certification" alt="Typical project steps leading to ISO 20000 certification. - 1. Create awareness, 2. Determine the ISO 20000 certification scope, 3. Conduct an initial ISO 20000 assessment, 4. Set up the project, 4. Prepare for the certification audit, 5. Conduct the ISO 20000 audit. Retain ISO 20000 certification." /></a>
	<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: 6 steps to ISO 20000 certification</b></span></span></div></div></div>
	~~<p style="word-wrap:normal; margin:10px 0px 0px 0px;">How to become ISO 20000 certified? Let's break it down into six steps.</html>~~
	~~<p> </p>~~

	====Step 1: Create awareness====		<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" title="6 steps to ISO 20000 certification"><img srcset="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/480px/iso-20000-certification-steps.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" fetchpriority="high" decoding="async" width="480" height="360" class="mw-file-element" alt="Typical project steps leading to ISO 20000 certification. - 1. Create awareness, 2. Determine the ISO 20000 certification scope, 3. Conduct an initial ISO 20000 assessment, 4. Set up the project, 4. Prepare for the certification audit, 5. Conduct the ISO 20000 audit. Retain ISO 20000 certification." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" title="Typical steps leading to ISO 20000 certification">6 steps to ISO 20000 certification</a></b></span></figcaption></figure></div></html>

			How to become ISO 20000 certified? Let's break it down into six steps.

			===Step 1: Create awareness===
	Communicate the goals and benefits of the ISO 20000 certification and the approach for achieving ISO 20000 compliance. This step should include giving everyone in your organization at least a basic understanding of service management best practice.		Communicate the goals and benefits of the ISO 20000 certification and the approach for achieving ISO 20000 compliance. This step should include giving everyone in your organization at least a basic understanding of service management best practice.

	====Step 2: Determine the ISO 20000 certification scope====		===Step 2: Determine the ISO 20000 certification scope===
	If you wish to limit the scope of your ISO 20000 certificate: Decide what parts of the organization, what services and/ or what locations shall be covered by the ISO 20000 certificate.		If you wish to limit the scope of your ISO 20000 certificate: Decide what parts of the organization, what services and/ or what locations shall be covered by the ISO 20000 certificate.

	====Step 3: Conduct an initial ISO 20000 assessment====		===Step 3: Conduct an initial ISO 20000 assessment===
	Determine gaps between today’s situation and the standard's requirements; this can be done by an external advisor, or by way of a self-assessment.		Determine gaps between today’s situation and the standard's requirements; this can be done by an external advisor, or by way of a self-assessment.

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	The result of this step is a detailed list of the ISO 20000 requirements where conformant and non-conformant areas are identified. For non-conformant areas the list includes the findings on what exactly the issues are and how they can be addressed.		The result of this step is a detailed list of the ISO 20000 requirements where conformant and non-conformant areas are identified. For non-conformant areas the list includes the findings on what exactly the issues are and how they can be addressed.

	====Step 4: Set up the ISO 20000 project====		===Step 4: Set up the ISO 20000 project===
	Establish a project board. Choose a project manager and project staff.		Establish a project board. Choose a project manager and project staff.

	Determine the necessary resources, prepare a project plan and assign tasks. Choose an auditor and an experienced external advisor.		Determine the necessary resources, prepare a project plan and assign tasks. Choose an auditor and an experienced external advisor.

	====Step 5: Prepare for the ISO 20000 certification audit====		===Step 5: Prepare for the ISO 20000 certification audit===
	Close the gaps identified during the initial ISO 20000 assessment.		Close the gaps identified during the initial ISO 20000 assessment.

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	<p>To help you with this, the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a> contains a pre-configured Excel table with all ISO 20000 requirements which you can use to monitor your progress towards ISO 20000 compliance.</html>		<p>To help you with this, the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a> contains a pre-configured Excel table with all ISO 20000 requirements which you can use to monitor your progress towards ISO 20000 compliance.</html>

	====Step 6: Conduct the ISO 20000 certification audit====		===Step 6: Conduct the ISO 20000 certification audit===
	The actual ISO 20000 audit must be carried out by an external auditor from a Registered Certification Body (RCB).		The actual ISO 20000 audit must be carried out by an external auditor from a Registered Certification Body (RCB).

	====Retain ISO 20000 certification====		===Retain ISO 20000 certification===
	After the initial certification, renewal of the ISO 20000 certificate is due every three years. Make sure you continue to adhere to the standard and put a strong emphasis on continual service and process improvement.		After the initial certification, renewal of the ISO 20000 certificate is due every three years. Make sure you continue to adhere to the standard and put a strong emphasis on continual service and process improvement.

Andrea at 15:59, 30 December 2023

2023-12-30T15:59:22Z

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Andrea at 17:17, 9 November 2022

2022-11-09T17:17:51Z

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	Unfortunately, ISO 20000 only sets out requirements that must be fulfilled, but it does not provide detailed guidance. Its authors recommend that organizations use <i>"a combination of generally accepted frameworks and their own experience"</i> in their effort to get aligned with ISO 20000.		Unfortunately, ISO 20000 only sets out requirements that must be fulfilled, but it does not provide detailed guidance. Its authors recommend that organizations use <i>"a combination of generally accepted frameworks and their own experience"</i> in their effort to get aligned with ISO 20000.

	<html>So the classic approach to preparing an organization for the ISO 20000 audit is to take the advice from the popular service management frameworks and approaches such as <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and the IT Infrastructure Library ITIL®">ITIL</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_-_CMMI-SVC" title="YaSM and CMMI® for Services (CMMI-SVC)">CMMI-SVC</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT (Control Objectives for Information and Related Technologies)">COBIT</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/VeriSM" title="What is VeriSM?">VeriSM™</a>, <a href="https://yasm.com/wiki/en/index.php/SIAM" title="What is SIAM Service Integration and Management?">SIAM</a>™, etc. Wherever nonconformities with ISO 20000 are identified, organizations can use that guidance to adapt their processes or documentation, as needed.</p>		<html>So the classic approach to preparing an organization for the ISO 20000 audit is to take the advice from the popular service management frameworks and approaches such as <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and the IT Infrastructure Library ITIL®">ITIL</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_-_CMMI-SVC" title="YaSM and CMMI® for Services (CMMI-SVC)">CMMI-SVC</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT (Control Objectives for Information and Related Technologies)">COBIT</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/VeriSM" title="What is VeriSM?">VeriSM™</a>, <a href="https://yasm.com/wiki/en/index.php/FitSM" title="What is FitSM">FitSM</a>, <a href="https://yasm.com/wiki/en/index.php/SIAM" title="What is SIAM Service Integration and Management?">SIAM</a>™, etc. Wherever nonconformities with ISO 20000 are identified, organizations can use that guidance to adapt their processes or documentation, as needed.</p>

	<p>The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map: The service management process model">YaSM process model</a> and the <a href="https://yasm.com/de/~~produkte~~/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge: ISO 20000 reference processes">YaSM - ISO 20000 Bridge</a> make this task a lot easier, because YaSM was developed with ISO 20000 in mind. For every ISO 20000 requirement, YaSM provides you with detailed guidance in the form of process and document templates that you can adapt to your needs.</html>		<p>The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map: The service management process model">YaSM process model</a> and the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge: ISO 20000 reference processes">YaSM - ISO 20000 Bridge</a> make this task a lot easier, because YaSM was developed with ISO 20000 in mind. For every ISO 20000 requirement, YaSM provides you with detailed guidance in the form of process and document templates that you can adapt to your needs.</html>

	==How long does it take?==		==How long does it take?==
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	==What are the typical project steps leading to ISO 20000 certification?==		==What are the typical project steps leading to ISO 20000 certification?==

	~~How to become ISO 20000 certified? Let's break it down into six steps.~~		<html><div style="float:right;"><div itemscope itemtype="https://schema.org/ImageObject">

	<html><div itemscope itemtype="https://schema.org/ImageObject">
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	<meta itemprop="keywords" content="ISO 20000 ~~2018~~" />		<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
	<img style="margin:~~20px~~ 0px 10px ~~0px~~; float:~~left~~;" src="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" width="~~600~~" height="~~450~~" title="6 steps to ISO 20000 certification" alt="Typical project steps leading to ISO 20000 certification. - 1. Create awareness, 2. Determine the ISO 20000 certification scope, 3. Conduct an initial ISO 20000 assessment, 4. Set up the project, 4. Prepare for the certification audit, 5. Conduct the ISO 20000 audit. Retain ISO 20000 certification." /></a></div><br style="~~clear~~:~~both~~;"/></~~html~~>		<meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/480px/iso-20000-certification-steps.jpg" />
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			<meta itemprop="keywords" content="ISO 20000 certification" />
			<img style="margin:5px 0px 10px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/480px/iso-20000-certification-steps.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/iso-20000-certification-steps.jpg" width="480" height="360" title="6 steps to ISO 20000 certification" alt="Typical project steps leading to ISO 20000 certification. - 1. Create awareness, 2. Determine the ISO 20000 certification scope, 3. Conduct an initial ISO 20000 assessment, 4. Set up the project, 4. Prepare for the certification audit, 5. Conduct the ISO 20000 audit. Retain ISO 20000 certification." /></a>
			<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: 6 steps to ISO 20000 certification</b></span></span></div></div></div>
			<p style="word-wrap:normal; margin:10px 0px 0px 0px;">How to become ISO 20000 certified? Let's break it down into six steps.</html>
			<p> </p>

	====Step 1: Create awareness====		====Step 1: Create awareness====
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Andrea at 09:40, 14 June 2019

2019-06-14T09:40:32Z

Andrea at 11:14, 27 April 2019

2019-04-27T11:14:25Z

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Andrea at 17:45, 28 March 2019

2019-03-28T17:45:54Z

← Older revision		Revision as of 19:45, 28 March 2019
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	Is based on: The [https://yasm.com/en/products/yasm-iso-20000-bridge YaSM - ISO 20000 Bridge].		Is based on: The [https://yasm.com/en/products/yasm-iso-20000-bridge YaSM - ISO 20000 Bridge].

	<html>By:  Stefan Kempter <a ~~rel="author"~~ href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/~~google~~.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/~~google~~.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on ~~Google+~~" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.		<html>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.

	<p> </p>		<p> </p>

Andrea at 12:47, 13 October 2018

2018-10-13T12:47:39Z

← Older revision		Revision as of 14:47, 13 October 2018
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	<p> </p>		<p> </p>

	<html><span id="md-webpage-description" itemprop="description">Browse through these FAQs to find answers to common questions about <a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">ISO 20000</a> certifications and ISO/IEC 20000 audits.</span></html>		<html><span id="md-webpage-description" itemprop="description">Browse through these FAQs to find answers to common questions about <a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">ISO 20000</a> certifications and ISO/IEC 20000 audits. Tips for organizations that want to sustainably improve their <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="YaSM service management processes">service management processes</a> and get certified to ISO/IEC 20000.</span></html>
	<p> </p>		<p> </p>

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	==What are the typical project steps leading to ISO 20000 certification?==		==What are the typical project steps leading to ISO 20000 certification?==

			How to become ISO 20000 certified? Let's break it down into six steps.

	<html><div itemscope itemtype="https://schema.org/ImageObject">		<html><div itemscope itemtype="https://schema.org/ImageObject">
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	Determine gaps between today’s situation and the standard's requirements; this can be done by an external advisor, or by way of a self-assessment.		Determine gaps between today’s situation and the standard's requirements; this can be done by an external advisor, or by way of a self-assessment.

	<html>The YaSM model provides <a href="https://yasm.com/en/~~products~~/~~yasm-process-map~~" title="~~YaSM Process Map:~~ ISO 20000 compliant service management ~~model~~">a complete set of ISO 20000 compliant processes</a> as a benchmark for your assessment.</html>		<html>The YaSM model provides <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="ISO 20000 compliant service management processes">a complete set of ISO 20000 compliant processes</a> as a benchmark for your assessment.</html>

	The result of this step is a detailed list of the ISO 20000 requirements where conformant and non-conformant areas are identified. For non-conformant areas the list includes the findings on what exactly the issues are and how they can be addressed.		The result of this step is a detailed list of the ISO 20000 requirements where conformant and non-conformant areas are identified. For non-conformant areas the list includes the findings on what exactly the issues are and how they can be addressed.
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	This is usually the most time-consuming part of an ISO 20000 initiative, because (depending on the level of compliance found during the initial assessment) a considerable number of service management processes may need to be modified or introduced.		This is usually the most time-consuming part of an ISO 20000 initiative, because (depending on the level of compliance found during the initial assessment) a considerable number of service management processes may need to be modified or introduced.

	Defining processes to meet the ISO 20000 requirements can be a challenge, but with the YaSM model we provide detailed process templates so you don't have to start from nothing.		<html>Defining processes to meet the ISO 20000 requirements can be a challenge, but with the <a href="https://yasm.com/en/products/yasm-process-map" title="The YaSM Process Map: ISO 20000 compliant process templates">YaSM process model</a> we provide detailed process templates so you don't have to start from nothing.</p>

	During preparation for the ISO 20000 audit, use a checklist to keep track of what requirements are already fulfilled and what related evidence (documents and records) is in place.		<p>During preparation for the ISO 20000 audit, use a checklist to keep track of what requirements are already fulfilled and what related evidence (documents and records) is in place.</p>

	<~~html~~>To help you with this, the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a> contains a pre-configured Excel table with all ISO 20000 requirements which you can use to monitor your progress towards ISO 20000 compliance.</html>		<p>To help you with this, the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a> contains a pre-configured Excel table with all ISO 20000 requirements which you can use to monitor your progress towards ISO 20000 compliance.</html>

	====Step 6: Conduct the ISO 20000 certification audit====		====Step 6: Conduct the ISO 20000 certification audit====
	The actual ISO 20000 audit must be carried out by an external auditor from a Registered Certification Body (RCB).		The actual ISO 20000 audit must be carried out by an external auditor from a Registered Certification Body (RCB).

	====~~Step 7:~~ Retain ISO 20000 certification====		====Retain ISO 20000 certification====
	After the initial certification, renewal of the ISO 20000 certificate is due every three years. Make sure you continue to adhere to the standard and put a strong emphasis on continual service and process improvement.		After the initial certification, renewal of the ISO 20000 certificate is due every three years. Make sure you continue to adhere to the standard and put a strong emphasis on continual service and process improvement.
	<p> </p>		<p> </p>

	==Are there typical pitfalls in an ISO 20000 project?==		==Are there typical pitfalls in an ISO 20000 project?==
	~~====No management support====~~
	~~Management must understand and communicate why the organization seeks certification, and visibly endorse the initiative.~~

	~~====Too little involvement of staff====~~
	The advantages of best practice should be explained to everyone in your organization, and all members of staff should be involved as closely as possible during the design of the new ISO 20000 compliant processes.

	~~If staff are able to contribute their views and experiences during the ISO 20000 project, this greatly enhances acceptance of the new processes - and ensures long-term success.~~

	~~====Insufficient resources for the ISO 20000 project====~~
	Management commitment must be backed up by the provision of sufficient resources for the certification program. This includes making sure that staff assigned to the project are freed from some of their day-to-day tasks.

	~~====No external support====~~		These are the most critical pitfalls in ISO 20000 projects organizations should avoid.
	~~If you plan to get certified against~~ ISO 20000 ~~for the first time, it pays to seek the help of an external advisor~~.

	Many requirements are, to a certain extent, open for interpretation, and an experienced consultant can tell you what's of importance to your auditor. He or she can thus direct your efforts in the right direction. Your goal should be to be well prepared for the audit - without overshooting the mark.		; 1. No management support
			: Management must understand and communicate why the organization seeks certification, and visibly endorse the initiative.
			; 2. Too little involvement of staff
			: The advantages of best practice should be explained to everyone in your organization, and all members of staff should be involved as closely as possible during the design of the new ISO 20000 compliant processes.
			: If staff are able to contribute their views and experiences during the ISO 20000 project, this greatly enhances acceptance of the new processes - and ensures long-term success.
			; 3. Insufficient resources for the ISO 20000 project
			: Management commitment must be backed up by the provision of sufficient resources for the certification program. This includes making sure that staff assigned to the project are freed from some of their day-to-day tasks.
			; 4. No external support
			: If you plan to get certified against ISO 20000 for the first time, it pays to seek the help of an external advisor.
			: Many requirements are, to a certain extent, open for interpretation, and an experienced consultant can tell you what's of importance to your auditor. He or she can thus direct your efforts in the right direction. Your goal should be to be well prepared for the audit - without overshooting the mark.
	<p> </p>		<p> </p>

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	<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">		<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
	<a itemprop="item" href="https://yasm.com/wiki/en/index.php/FAQ:_ISO_20000_Certification#What_are_the_typical_project_steps_leading_to_ISO_20000_certification.3F"> <span itemprop="name">10 steps to certification</span></a>		<a itemprop="item" href="https://yasm.com/wiki/en/index.php/FAQ:_ISO_20000_Certification#What_are_the_typical_project_steps_leading_to_ISO_20000_certification.3F"> <span itemprop="name">6 steps to ISO 20000 certification</span></a>
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Andrea at 15:57, 3 October 2018

2018-10-03T15:57:24Z

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	Unfortunately, ISO 20000 only sets out requirements that must be fulfilled, but it does not provide detailed guidance. Its authors recommend that organizations use <i>"a combination of generally accepted frameworks and their own experience"</i> in their effort to get aligned with ISO 20000.		Unfortunately, ISO 20000 only sets out requirements that must be fulfilled, but it does not provide detailed guidance. Its authors recommend that organizations use <i>"a combination of generally accepted frameworks and their own experience"</i> in their effort to get aligned with ISO 20000.

	So the classic approach to preparing an organization for the ISO 20000 audit is to take the advice from the popular service management frameworks and approaches such as ITIL<sup><small>®</small></sup>, CMMI-SVC<sup><small>®</small></sup>, COBIT<sup><small>®</small></sup>, VeriSM™, SIAM&~~trade~~;, etc. Wherever nonconformities with ISO 20000 are identified, organizations can use that guidance to adapt their processes or documentation, as needed.		<html>So the classic approach to preparing an organization for the ISO 20000 audit is to take the advice from the popular service management frameworks and approaches such as <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and the IT Infrastructure Library ITIL®">ITIL</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_(CMMI-SVC)" title="YaSM and CMMI® for Services (CMMI-SVC)">CMMI-SVC</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT (Control Objectives for Information and Related Technologies)">COBIT</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/VeriSM" title="What is VeriSM?">VeriSM™</a>, <a href="https://yasm.com/wiki/en/index.php/SIAM" title="What is SIAM Service Integration and Management?">SIAM</a><sup><small>®</small></sup>, etc. Wherever nonconformities with ISO 20000 are identified, organizations can use that guidance to adapt their processes or documentation, as needed.</p>

	<~~html~~>The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map: The service management process model">YaSM process model</a> and the <a href="https://yasm.com/de/produkte/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge: ISO 20000 reference processes">YaSM - ISO 20000 Bridge</a> make this task a lot easier, because YaSM was developed with ISO 20000 in mind. For every ISO 20000 requirement, YaSM provides you with detailed guidance in the form of process and document templates that you can adapt to your needs.</html>		<p>The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map: The service management process model">YaSM process model</a> and the <a href="https://yasm.com/de/produkte/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge: ISO 20000 reference processes">YaSM - ISO 20000 Bridge</a> make this task a lot easier, because YaSM was developed with ISO 20000 in mind. For every ISO 20000 requirement, YaSM provides you with detailed guidance in the form of process and document templates that you can adapt to your needs.</html>
	<p> </p>		<p> </p>

Andrea: Created page with "FAQ: ISO 20000 Certification | YaSM Wiki
2018-07-09T09:47:00Z

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<html>Browse through these FAQs to find answers to common questions about <a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">ISO 20000</a> certifications and ISO/IEC 20000 audits.</html>
 

==What are the benefits of ISO 20000 certification?==
The ISO 20000 certificate is proof that your organization has demonstrated its ability to
Be aware of customer needs and respond to these needs
Deliver services which meet defined quality levels
Make use of resources in an economical way.

As such, the ISO 20000 certificate and the corresponding logo are competitive advantages in the marketplace. Many organizations, for example in the public sector, even mandate ISO 20000 compliance as a condition for awarding contracts.

Working along ISO 20000 principles and service management best practice also offers internal benefits for your organization, because the standard is all about supporting clients with adequate services, while providing these services as efficiently as possible.

What's more, the decision to seek ISO 20000 certification sets a specific target for your organization and helps concentrate minds. An ISO 20000 certification initiative is thus a good way to kick-start the adoption of service management best practice and to make sure motivation stays high.
 

==What is the audit process?==
If your organization wishes to be formally certified against ISO 20000, you will need to be assessed by a Registered Certification Body (RCB). If you are able to demonstrate compliance with the requirements of ISO 20000-1 (part 1 of the standard, containing the mandatory requirements), the RCB will issue a certificate of conformance.

According to ISO 17021, the certification audit should be divided into two stages: Stage 1 audit and stage 2 audit.
During the stage 1 audit, your auditor will determine your organization's readiness for ISO 20000 certification. A key output from this stage is typically a list of identified non-conformities (areas where the standard's requirements are not fulfilled). The stage 1 audit report will thus help you with correcting any issues in preparation for the final stage 2 audit.
The stage 2 audit aims to assess compliance with the ISO 20000 requirements. If you complete the stage 2 audit successfully, your organization is certified against ISO 20000.
 

==What is being audited?==
The aim of the ISO 20000 certification audit is to verify if your organization fulfils the requirements of ISO/IEC 20000, Part 1: Service Management System Requirements.

So for each requirement, you need to state during the audit how it is fulfilled and provide relevant evidence.

Evidence is typically presented in the form of documented information. Your auditor will usually ask to see the following documents and verify if they are fit for purpose:
documented processes
service management policies
other documented information as required by ISO 20000

The auditor will also hold interviews with members of staff in your organization to check if
everyone is familiar with the processes
the documented processes are adhered to.
 

==How do we prepare for the audit?==
Unfortunately, ISO 20000 only sets out requirements that must be fulfilled, but it does not provide detailed guidance. Its authors recommend that organizations use "a combination of generally accepted frameworks and their own experience" in their effort to get aligned with ISO 20000.

So the classic approach to preparing an organization for the ISO 20000 audit is to take the advice from the popular service management frameworks and approaches such as ITIL®, CMMI-SVC®, COBIT®, VeriSM™, SIAM™, etc. Wherever nonconformities with ISO 20000 are identified, organizations can use that guidance to adapt their processes or documentation, as needed.

<html>The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map: The service management process model">YaSM process model</a> and the <a href="https://yasm.com/de/produkte/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge: ISO 20000 reference processes">YaSM - ISO 20000 Bridge</a> make this task a lot easier, because YaSM was developed with ISO 20000 in mind. For every ISO 20000 requirement, YaSM provides you with detailed guidance in the form of process and document templates that you can adapt to your needs.</html>
 

==How long does it take?==
Obviously, the timescale and work effort for aligning an organization with the requirements of ISO 20000 will depend on the type and size of the organization, and also on where it starts from. For example, organizations that have previously been certified against other management standards such as [https://en.wikipedia.org/wiki/ISO_9000#Contents_of_ISO_9001:2015 ISO 9001] enjoy a clear advantage.

So there is no simple answer to the question how long it will take, but in our experience most organizations spend one year or two preparing for their certification audit.
 

==What are the typical project steps leading to ISO 20000 certification?==

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====Step 1: Create awareness====
Communicate the goals and benefits of the ISO 20000 certification and the approach for achieving ISO 20000 compliance. This step should include giving everyone in your organization at least a basic understanding of service management best practice.

====Step 2: Determine the ISO 20000 certification scope====
If you wish to limit the scope of your ISO 20000 certificate: Decide what parts of the organization, what services and/ or what locations shall be covered by the ISO 20000 certificate.

====Step 3: Conduct an initial ISO 20000 assessment====
Determine gaps between today’s situation and the standard's requirements; this can be done by an external advisor, or by way of a self-assessment.

<html>The YaSM model provides <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map: ISO 20000 compliant service management model">a complete set of ISO 20000 compliant processes</a> as a benchmark for your assessment.</html>

The result of this step is a detailed list of the ISO 20000 requirements where conformant and non-conformant areas are identified. For non-conformant areas the list includes the findings on what exactly the issues are and how they can be addressed.

====Step 4: Set up the ISO 20000 project====
Establish a project board. Choose a project manager and project staff.

Determine the necessary resources, prepare a project plan and assign tasks. Choose an auditor and an experienced external advisor.

====Step 5: Prepare for the ISO 20000 certification audit====
Close the gaps identified during the initial ISO 20000 assessment.

This is usually the most time-consuming part of an ISO 20000 initiative, because (depending on the level of compliance found during the initial assessment) a considerable number of service management processes may need to be modified or introduced.

Defining processes to meet the ISO 20000 requirements can be a challenge, but with the YaSM model we provide detailed process templates so you don't have to start from nothing.

During preparation for the ISO 20000 audit, use a checklist to keep track of what requirements are already fulfilled and what related evidence (documents and records) is in place.

<html>To help you with this, the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a> contains a pre-configured Excel table with all ISO 20000 requirements which you can use to monitor your progress towards ISO 20000 compliance.</html>

====Step 6: Conduct the ISO 20000 certification audit====
The actual ISO 20000 audit must be carried out by an external auditor from a Registered Certification Body (RCB).

====Step 7: Retain ISO 20000 certification====
After the initial certification, renewal of the ISO 20000 certificate is due every three years. Make sure you continue to adhere to the standard and put a strong emphasis on continual service and process improvement.
 

==Are there typical pitfalls in an ISO 20000 project?==
====No management support====
Management must understand and communicate why the organization seeks certification, and visibly endorse the initiative.

====Too little involvement of staff====
The advantages of best practice should be explained to everyone in your organization, and all members of staff should be involved as closely as possible during the design of the new ISO 20000 compliant processes.

If staff are able to contribute their views and experiences during the ISO 20000 project, this greatly enhances acceptance of the new processes - and ensures long-term success.

====Insufficient resources for the ISO 20000 project====
Management commitment must be backed up by the provision of sufficient resources for the certification program. This includes making sure that staff assigned to the project are freed from some of their day-to-day tasks.

====No external support====
If you plan to get certified against ISO 20000 for the first time, it pays to seek the help of an external advisor.

Many requirements are, to a certain extent, open for interpretation, and an experienced consultant can tell you what's of importance to your auditor. He or she can thus direct your efforts in the right direction. Your goal should be to be well prepared for the audit - without overshooting the mark.
 

==More about ISO 20000==
<html><ul><li><a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="ISO 20000">What is ISO 20000?</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_Project" title="Use cases - ISO 20000 projects">Use cases: How the YaSM model supports your ISO 20000 project</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="ISO 20000 - 2018">The new edition of ISO 20000:2018</a></li>
<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO 20000">How YaSM relates to ISO 20000</a></li>
<li><a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">The YaSM - ISO 20000 Bridge</a></li></ul></html>
 

== Notes and references ==
Is based on: The [https://yasm.com/en/products/yasm-iso-20000-bridge YaSM - ISO 20000 Bridge].

<html>By:  Stefan Kempter <a rel="author" href="https://plus.google.com/111925560448291102517/about"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://plus.google.com/113316270668629760475/about"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.

 




<a itemprop="item" href="https://yasm.com/wiki/en/index.php/FAQ:_ISO_20000_Certification#What_are_the_benefits_of_ISO_20000_certification.3F"> Benefits</a>
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<a itemprop="item" href="https://yasm.com/wiki/en/index.php/FAQ:_ISO_20000_Certification#What_is_the_audit_process.3F"> The audit process</a>
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<a itemprop="item" href="https://yasm.com/wiki/en/index.php/FAQ:_ISO_20000_Certification#What_are_the_typical_project_steps_leading_to_ISO_20000_certification.3F"> 10 steps to certification</a>
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[[Category:Service management frameworks and standards]][[Category:ISO 20000]]

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	<html><span id="md-webpage-description" itemprop="description">Browse through these FAQs to find answers to common questions about <a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">ISO 20000</a> certifications and ISO/IEC 20000 audits. Tips for organizations that want to sustainably improve their <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="YaSM service management processes">service management processes</a> and get certified to ISO/IEC 20000.</span></html>		<html><span id="md-webpage-description" itemprop="description">Browse through these FAQs to find answers to common questions about <a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="What is ISO 20000?">ISO 20000</a> certifications and ISO/IEC 20000 audits. Tips for organizations that want to sustainably improve their <a href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="YaSM service management processes">service management processes</a> and get certified to <a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="The most recent edition of ISO 20000 2018">ISO/IEC 20000:2018</a>.</span></html>
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	What's more, the decision to seek ISO 20000 certification sets a specific target for your organization and helps concentrate minds. An ISO 20000 certification initiative is thus a good way to kick-start the adoption of service management best practice and to make sure motivation stays high.		What's more, the decision to seek ISO 20000 certification sets a specific target for your organization and helps concentrate minds. An ISO 20000 certification initiative is thus a good way to kick-start the adoption of service management best practice and to make sure motivation stays high.
	~~<p> </p>~~

	==What is the audit process?==		==What is the audit process?==
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	*During the <i>stage 1 audit</i>, your auditor will determine your organization's readiness for ISO 20000 certification. A key output from this stage is typically a list of identified non-conformities (areas where the standard's requirements are not fulfilled). The stage 1 audit report will thus help you with correcting any issues in preparation for the final stage 2 audit.		*During the <i>stage 1 audit</i>, your auditor will determine your organization's readiness for ISO 20000 certification. A key output from this stage is typically a list of identified non-conformities (areas where the standard's requirements are not fulfilled). The stage 1 audit report will thus help you with correcting any issues in preparation for the final stage 2 audit.
	*The <i>stage 2 audit</i> aims to assess compliance with the ISO 20000 requirements. If you complete the stage 2 audit successfully, your organization is certified against ISO 20000.		*The <i>stage 2 audit</i> aims to assess compliance with the ISO 20000 requirements. If you complete the stage 2 audit successfully, your organization is certified against ISO 20000.
	~~<p> </p>~~

	==What is being audited?==		==What is being audited?==
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	*everyone is familiar with the processes		*everyone is familiar with the processes
	*the documented processes are adhered to.		*the documented processes are adhered to.
	~~<p> </p>~~

	==How do we prepare for the audit?==		==How do we prepare for the audit?==
	Unfortunately, ISO 20000 only sets out requirements that must be fulfilled, but it does not provide detailed guidance. Its authors recommend that organizations use <i>"a combination of generally accepted frameworks and their own experience"</i> in their effort to get aligned with ISO 20000.		Unfortunately, ISO 20000 only sets out requirements that must be fulfilled, but it does not provide detailed guidance. Its authors recommend that organizations use <i>"a combination of generally accepted frameworks and their own experience"</i> in their effort to get aligned with ISO 20000.

	<html>So the classic approach to preparing an organization for the ISO 20000 audit is to take the advice from the popular service management frameworks and approaches such as <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and the IT Infrastructure Library ITIL®">ITIL</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_~~(CMMI~~-SVC)" title="YaSM and CMMI® for Services (CMMI-SVC)">CMMI-SVC</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT (Control Objectives for Information and Related Technologies)">COBIT</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/VeriSM" title="What is VeriSM?">VeriSM™</a>, <a href="https://yasm.com/wiki/en/index.php/SIAM" title="What is SIAM Service Integration and Management?">SIAM</a~~><sup><small~~>&~~#174~~;~~</small></sup>~~, etc. Wherever nonconformities with ISO 20000 are identified, organizations can use that guidance to adapt their processes or documentation, as needed.</p>		<html>So the classic approach to preparing an organization for the ISO 20000 audit is to take the advice from the popular service management frameworks and approaches such as <a href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM and the IT Infrastructure Library ITIL®">ITIL</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_CMMI_for_Services_-_CMMI-SVC" title="YaSM and CMMI® for Services (CMMI-SVC)">CMMI-SVC</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/YaSM_and_COBIT" title="YaSM and COBIT (Control Objectives for Information and Related Technologies)">COBIT</a><sup><small>®</small></sup>, <a href="https://yasm.com/wiki/en/index.php/VeriSM" title="What is VeriSM?">VeriSM™</a>, <a href="https://yasm.com/wiki/en/index.php/SIAM" title="What is SIAM Service Integration and Management?">SIAM</a>™, etc. Wherever nonconformities with ISO 20000 are identified, organizations can use that guidance to adapt their processes or documentation, as needed.</p>

	<p>The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map: The service management process model">YaSM process model</a> and the <a href="https://yasm.com/de/produkte/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge: ISO 20000 reference processes">YaSM - ISO 20000 Bridge</a> make this task a lot easier, because YaSM was developed with ISO 20000 in mind. For every ISO 20000 requirement, YaSM provides you with detailed guidance in the form of process and document templates that you can adapt to your needs.</html>		<p>The <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map: The service management process model">YaSM process model</a> and the <a href="https://yasm.com/de/produkte/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge: ISO 20000 reference processes">YaSM - ISO 20000 Bridge</a> make this task a lot easier, because YaSM was developed with ISO 20000 in mind. For every ISO 20000 requirement, YaSM provides you with detailed guidance in the form of process and document templates that you can adapt to your needs.</html>
	~~<p> </p>~~

	==How long does it take?==		==How long does it take?==
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	So there is no simple answer to the question how long it will take, but in our experience most organizations spend one year or two preparing for their certification audit.		So there is no simple answer to the question how long it will take, but in our experience most organizations spend one year or two preparing for their certification audit.
	~~<p> </p>~~

	==What are the typical project steps leading to ISO 20000 certification?==		==What are the typical project steps leading to ISO 20000 certification?==
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	====Retain ISO 20000 certification====		====Retain ISO 20000 certification====
	After the initial certification, renewal of the ISO 20000 certificate is due every three years. Make sure you continue to adhere to the standard and put a strong emphasis on continual service and process improvement.		After the initial certification, renewal of the ISO 20000 certificate is due every three years. Make sure you continue to adhere to the standard and put a strong emphasis on continual service and process improvement.
	~~<p> </p>~~

	==Are there typical pitfalls in an ISO 20000 project?==		==Are there typical pitfalls in an ISO 20000 project?==
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	: If you plan to get certified against ISO 20000 for the first time, it pays to seek the help of an external advisor.		: If you plan to get certified against ISO 20000 for the first time, it pays to seek the help of an external advisor.
	: Many requirements are, to a certain extent, open for interpretation, and an experienced consultant can tell you what's of importance to your auditor. He or she can thus direct your efforts in the right direction. Your goal should be to be well prepared for the audit - without overshooting the mark.		: Many requirements are, to a certain extent, open for interpretation, and an experienced consultant can tell you what's of importance to your auditor. He or she can thus direct your efforts in the right direction. Your goal should be to be well prepared for the audit - without overshooting the mark.
	~~<p> </p>~~

	==More about ISO 20000==		==More about ISO 20000==
	<html><ul><li><a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="ISO 20000">What is ISO 20000?</a></li>		<html><ul><li><a href="https://yasm.com/wiki/en/index.php/ISO_20000" title="ISO 20000">What is ISO 20000?</a></li>
	<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_Project" title="Use cases - ISO 20000 projects">Use cases: How the YaSM model supports your ISO 20000 project</a></li>		<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_Project" title="Use cases - ISO 20000 projects">Use cases: How the YaSM model supports your ISO 20000 project</a></li>
	<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="ISO 20000 - 2018">The ~~new~~ edition of ISO 20000:2018</a></li>		<li><a href="https://yasm.com/wiki/en/index.php/ISO_20000_-_2018" title="ISO 20000 - 2018">The most recent edition of ISO 20000:2018</a></li>
	<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO 20000">How YaSM relates to ISO 20000</a></li>		<li><a href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO 20000">How YaSM relates to ISO 20000</a></li>
	<li><a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">The YaSM - ISO 20000 Bridge</a></li></ul></html>		<li><a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="The YaSM - ISO 20000 Bridge">The YaSM - ISO 20000 Bridge</a></li></ul></html>
	~~<p> </p>~~

	== Notes and references ==		== Notes and references ==