How to Create an ITSMS Policy According to ISO 20000 Standard Requirements?

One widely used strategy for successful IT service management, from design to implementation, is ISO/IEC 20000. The guide provides international standardization of best practices, as well as a foundation for success that may be applied to various types of businesses. IT service management system refers to the procedures and actions taken by corporate IT managers and stakeholders to develop, plan, implement, organize, control, and maintain enterprise information technology. The approach is based on a system in which operations teams and other stakeholders flush out requirements, which are then subject to the best practices framework, specifically ISO/IEC 20000, which serves as the international universal standard.

The ISO 20000 standard necessitates the existence of an ITSMS policy and establishes rather specific criteria for its content. The ITSMS Policy is among the primary ISO 20000 documents that connect top management with the implementation of the ITSMS. Although it is a strategic ISO 20000 documentation process, if the organization handles it properly, it may be an effective control mechanism for achieving the ITSMS goals and objectives. Furthermore, if you utilize vocabulary that the employees understand and don't overextend the topic, the organization has an opportunity to align the employees with the organization's strategic goals.

Firstly, the ITSMS policy is an internal document, which means that customers will not be involved in its development. Customers, on the other hand, are "part" of the policy through the services they utilize. Specifically, the policy should be customized to the services offered and customer support. As a result, generic comments or documents will not suffice because they provide no value to either management or the IT organization's personnel.

Here which clarifies the ITSMS policy's goal. The policy should be based on the ITSMS's scope and in line with the ITSMS plans and the ITSMS's objectives' more specific components.

Specify the goals they have for the ITSMS – Most of the time, people are unfamiliar with the specifics of how the ITSMS functions, but they must be aware of what they hope to get from it.

Control – Top management will be able to specify who is doing what with the policy and monitor the outcomes frequently.

The ISO 20000 standard specifies the following general requirements for the policy's information:

Challenges within the Organization – This is a necessity that the policy is customized to the business case you have. That is, it should be tailored to the services that the organization provides and the people that serve.

Service requirements – Top management should promise to fulfill the service requirements, for example, by making a declaration in the policy. There needs to be a way to show that this has been done to prevent such a statement from seeming overly generic. For instance, the SLA (Service Level Agreement) includes client objectives as well as quantifiable goals to verify that those needs have been met. So, it is quantifiable.

Communication – All staff members need to know about the policy. It makes sense that nobody would find out if you kept it a secret. Even more, companies can let other interested parties, including clients or suppliers, know about the ITSMS policy. The policy must also be understood by the staff members, which is another need. This implies that you must demonstrate a connection between the policy's declaration and the outcome of your employees' labor.

Improvement – Last but not least, the policy must explicitly address improvement for both the ITSMS and the policy's appropriateness to business needs and consumer requirements.

The standard's required content was that. The scope of the ITSMS, the ITSMS plan, and resource management are just a few additional details that the businesses can include.

Source: https://itsms20000procedures.wordpress.com/2023/02/15/how-to-create-an-itsms-policy-according-to-iso-20000-standard-requirements/

As ISO Consultant profession since last many years Charles has rich experience in preparing such certification documents within ISO guideline to his global clients to acquire better ISO Certification Solution to their Organization.