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SI ISO/IEC 20000-1 - IT Service Management System



The primary function of the IT Service Provider in the organization – is to deliver quality service that supports the core business of the internal customers and external customers.
SI ISO/IEC 20000-1 is the first international standard, meant for IT service management from a business perspective. The standard is based on the knowledge and experience required by experts in the field and is compatible with the ITIL approach. The requirements of the standard are applicable to any type and size, internal or external, of IT Service Provider in a private or public organization.

Creating a quality management system as per standard SI ISO/IEC 20000-1 will enable the organization to:

  • Provide more effective and efficient IT services, management from a business perspective.
  • Reduce exposure to risks, based on optimal knowledge and experience.
  • Evaluate the quality of the services supplied by the IT service provider, by an independent factor.
  • Coordinate expectations and compliance with contractual requirements – both with clients and with subcontractors.
  • Identifying and managing measurable processes and driving ongoing processes for improvement in services.
  • Granting confidence to customers and stakeholders that the organization places high priority on its dedication to quality.

Auditors from the Standards Institution of Israel will assist in verifying that the organization’s Information service management system meets the standard’s requirements, and where improvements are necessary.

The path to certification

Certification is done after the IT Service Provider implements an intra-organizational process that includes: Defining goals and objectives, review and improvement of work processes (recommended by ITIL) and creating a service management system per the requirements of the SI ISO/IEC 20000-1. In order to start the process, it is recommended to purchase the standard at the Standards Institution information center, to learn the requirements and to participate in appropriate training. Additionally, consultants that specialize in service management system can be used. XT Standards Institution of Israel can conduct a preliminary audit to identify GAPS.
The process should be seen as an opportunity for improvement by a team from the organization that will receive support and involvement of management. At the end of the process, auditors of the Standards Institution of Israel, that are independent, will perform the certifying audit that confirms that the IT service management system in the organization is appropriate.

Required Steps

The Client The Standards Institution of Israel
Registration with the Standards Institution of Israel Sending a bid that includes: Checking procedures and Stage 1 Audit (preliminary), Stage 2 Audit (Certification)
Approval of /paying the bid Assignment of a Client Manager
Delivery of documentation that ensures: effective planning, operation and control of management of service Checking documents, coordinating and performing  Stage 1 and Stage 2  Audits
Dealing with findings of the audits and fixing discrepancies Evaluating the correction and activities and approving it (By Client Manager), professional and administrative approval, sending surveillance agreement (for follow-up audits)
Signing surveillance agreement (for follow-up audits) Sending certificates and  agreement signed by the Standards Institution of Israel
Activities to continually improve the system Performance of  follow-up audits to verify organization’s compliance to requirements

The Standards Institution of Israel – the right choice for you
  • The Standards Institution of Israel has a long standing reputation in quality and professionalism.
  • Our people are among the leading professional experts in the field of quality, having experience and are familiar with client needs.
  • The Standards Institution of Israel is the largest certification body in Israel.
  • The Standards Institution of Israel provides a range of services under one roof: Certification (singly or combined), various laboratory tests and a training center.
  • The Standards Institution of Israel is a member of international Standards Committees and has cooperation agreements with leading entities around the world.
  • The Standards Institution of Israel is Israel’s representative in the IQNet network that incorporates Certification Bodies (C.B) from around the world.


For information:
Mr. Shlomo Kashani
Mobile: ++972-52-4707600
E-mail: S_kashani@sii.org.il
For registration:
Mrs.  Nurit Shauli
Office: ++972-3-6467832
E-mail: nurit_sh@sii.org.il