Service Management System

This management system is based on standard ISO/IEC 20000-1:2011. Together with the release of this new version on 12.04.2011, the organisations certified on the basis of the old standard in ISO/IEC 20000-1:2005 (IT Service Management System) shall have to make the transition to the requirements of the new version.

The Service Management System (SMS) refers to the way in which an organisation (or a structure within an organisation) offers its services to third parties or to clients. By third parties we understand usually, other departments within the same organisation. The organisation certified on the basis of ISO/IEC 20000-1 must demonstrate that it has clearly defined processes for the way in which it supplies its services, the way in which it makes sure that it has the necessary capacity to supply the services to third parties/clients under the conditions specified in SLA (Service Level Agreement – the agreed level of quality).

An important process that must be implemented is the process of optimum treatment of all incidents and issues arising from the delivery of services to third parties/clients. The aspects related to business continuity and information security must not be neglected either, being easy to prove within the SMS audit for the organisations which already have an Information Security Management System implemented in accordance with ISO/IEC 27001.

The standard ISO/IEC 20000-1 is based upon P-D-C-A cycle and contains requirements related to internal audit, management analysis, control of documents and registrations, dealing with complaints and contract analysis, reason for which it can be easily integrated to the quality management system (ISO 9001) and other management systems as well. RINA SIMTEX recommends this approach to the organisations because they can significantly reduce the quantity of redundant documents and registrations.

The requirements of the standard released in April 2011 are not very different from those comprised in 2005 version, but there are nevertheless a few novelties, some of which are specified below:
- The standard title is changed, now being called Service Management System instead of IT Service Management System. This element allows the extension of the standard scope to other types of services as well. The first chapter clearly stipulates that the applicability domain refers to all types of organisations that deliver services, irrespective of the type and nature of the service offered.
- Chapter 10 has been eliminated, its requirements being now comprised in Chapter 9
- The elimination of some requirements which are more difficult to implement and the appearance of new, but easier clauses from this point of view
- The appearance of a delimitation from ITIL requirements

RINA SIMTEX has developed its own certification scheme in accordance with this standard, performing until now a series of certifications in accordance with ISO/IEC 20000 for companies such as UTI, XEROX, IIRUC Service etc.

The organisations certified based on ISO/IEC 20000-1 benefit from an additional level of trust in comparison to other competitors in the market which did not implement the requirements of this standard because the latter cannot prove that they have the capacity to deliver their services at the level promised in SLA. ISO/IEC 20000-1 comprises additional requirements with respect to ISO 9001 for service suppliers, these representing added value for the respective organisation, once implemented.

How does the certification begin?

For the initiation of the certification process you must sent a written request to RINA SIMTEX S.R.L. 10A Ramuri Tei Street, district 2, postal code 020354, PO 13-138, Bucharest or by accessing this form (click here).
We are prepared to offer you the documents (Official Request for Certification) for the initiation of the certification process and any other additional information regarding the Service Management System certification.
For obtaining a price offer as soon as possible, it is necessary to send the filled in Request for Certification.