Best practice
ISO/IEC 20000-1
IT Service Management System — ISO/IEC 20000-1:2018
ISO/IEC 20000-1 is the international standard for IT service management (ITSM). It specifies requirements for a Service Management System (SMS) — the policies, processes, and controls that ensure IT services are planned, delivered, monitored, and continually improved effectively. It is directly applicable to managed service providers.
Our position: SoftSol is not ISO/IEC 20000-1 certified. The standard is closely aligned with ITIL 4, which we use as our operational framework. Our service management practices reflect the intent of this standard in day-to-day operations.
Key service management areas
- Service agreement management — SLAs defined, agreed, and reviewed
- Service design and transition — New services planned and introduced in a controlled way
- Incident and service request management — Issues tracked, prioritised, and resolved
- Problem management — Root causes identified to prevent recurring incidents
- Change management — Changes assessed, approved, and implemented with minimal risk
- Supply and demand management — Capacity matched to client requirements
- Relationship management — Client and supplier relationships actively managed
- Service reporting — Performance measured and communicated transparently
How SoftSol aligns
- Services are delivered against documented, signed SLAs with defined response targets and scope.
- Incidents and service requests are logged and tracked through a structured process with defined priorities.
- Changes to client environments follow a defined change management process to minimise risk.
- Supplier relationships — including subcontractors and cloud vendors — are governed by formal agreements.
- Service performance is monitored continuously, and recurring issues are escalated through a problem management process.