As only one of the many other standards of ISO, ISO 20000-1 is a global standard that characterizes the requirements for the turn of events, implementation, monitoring, maintenance, and nonstop improvement of an IT Service Management System (SMS).

Taking on an SMS implies pursuing an essential choice that is impacted by your goals, the overseeing body, different groups engaged with the support lifecycle, and the requirement for viable and versatile services. When implemented, working an SMS will give continuous visibility, better and incorporated control of services, and ceaseless improvement, prompting more prominent efficiency and productivity.

Perhaps your organization and ISO/IEC 20000-1 are a match for each other, or perhaps you’re not, however, in this blog, we will assist you with figuring out for sure. We’ll dig into what ISO 20000-1 is and its audits and ISO 20000-1 Compliance before we spread out precisely the way that it can help you.

What is an Internal Audit?

Internal Audits (First-Party Audits)

An internal ISO audit can be directed by an assigned auditor inside your organization. In the event that ISO compliance is your objective, an audit might be good for guaranteeing your organization is embracing ISO principles as a model for best practices. Utilize an agenda to perceive how your association’s systems compare to ISO regulations. These are additionally significant groundwork for accreditation, observation, or recertification audits.

Like with all these projects, an association ought to search out some sort of service survey of the result of the audit to make a corrective move at every possible opportunity. And keep initiative side by side with compliance endeavors. By and large, ISO 20000-1 Internal Audits results can and ought to be imparted to the proper partners to empower a culture of constant improvement this applies to all audits, not just internal ones.

ISO 20000-1 and Service Management System:

Once implemented, ISO 20000-1 puts requirements together to persistently work on your SMS (Service Management System). Furthermore, this is an endless story. Yet, to begin upgrades (or, once in a while, revisions), you really want to begin someplace. This is one of the sources you can utilize. 

For instance, ISO 19011:2011 is the worldwide standard that sets rules for auditing management systems. It’s a superb wellspring of data required for the internal audit. In any case, there are a few prerequisites in the ISO 20000-1 standard itself that should be satisfied to be guaranteed.

Whom Do You Need?

The internal audit is a compulsory necessity of the standard. Hence, the organization should guarantee that all requirements connected with the audit are satisfied. For that, two people are central for the internal audit to succeed.

Most importantly, you want somebody liable for the internal audit, in that capacity. This individual will be answerable for:

  1. Make an audit plan/program, generally once a year, so this will be a yearly audit plan.
  2. Delegating the inspector.
  3. Survey the consequences of the past audit and follow-up activities.
  4. Analysis of the results and setting up a report for the service survey meeting, this incorporates the report, lists of individuals, and activities to be performed.
  5. Take care that remedial moves are made right away and that they resist and abhor the designated resistance, i.e., their causes. Likewise, the timing of execution should be followed and checked.

Another notable individual is the internal auditor. The standard doesn’t set many requirements on auditors’ attributes, just objectivity and an unprejudiced nature, i.e., auditors shouldn’t audit their own work. That implies that the auditor can’t be somebody who executed the SMS or is associated with its maintenance. However, the examiner ought to be:

  1. Learned and experienced: In ISO 20000-1 Certification and IT Service Management System (ITSM), by and large.
  2. Fair: Even though it sounds “fair,” it’s vital that the auditor isn’t anybody’s ally, yet attempts to dispassionately see things.
  3. Scientific and cooperative: In such a manner the auditor will get a further understanding of the circumstance and will actually want to express discoveries, i.e., his viewpoint.

Role of IT in Planning for ISO 20000-1 Compliance:

IT plays a significant part in agreeing with ISO 20000-1. IT management devices are utilized to implement service management processes under the ISO 20000-1:2018 standard, give important audit-proof, work with the certificate, and assist associations with staying compliant with determinations over the long run.

Compliance with the ISO Standard Models:

ISO 20000-1:2018 standard gives a structure to clear evaluation measures for Information Technology Systems. It expects to convey the specific business according to the requirements of the customer. The ISO 20000-1:2018 accreditation empowers the association to carry out and deal with a compelling and proficient ITSM.


ISO 20000-1 Internal Audits play a significant part in this journey, giving important experiences, recognizing regions for development, and cultivating a culture of persistent upgrades. With the ideal people regulating internal audits and a promise of compliance, associations can explore the intricacies of ISO 20000-1 with certainty, at last following more noteworthy visibility, control, and versatility in their service management systems.

All in all, understanding and embracing ISO 20000-1 compliance, close by directing careful internal audits, are key stages in opening success for organizations looking to upgrade their IT service management systems. By embracing ISO 20000-1 principles, associations can lay out a structure for persistent improvement, guaranteeing the delivery of powerful and effective IT services lined up with customers’ requirements.

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