Service catalog and SLAs
Identify services, customers, service levels and supplier responsibility boundaries.
Quality & process
Turn service commitments and performance into evidence
A service management system governs service planning, transition, delivery and improvement. Start with the services you operate and the commitments made to customers.
Source record updated:
Discuss your certification →Scope and applicability
IT service management system certification
The standard can support improvement without certification. Check customer contracts and outsourced operations requirements before deciding to certify.
Korean certification schemes and international standards are different. A translated guide does not extend a Korean certificate to other countries. Confirm the target market, product classification and current requirements with the relevant body.
Who this is for
- IT operations and maintenance providers
- Managed service and cloud operations teams
- Organizations delivering services under SLAs
Documents to prepare
Incident, problem and change records
Connect intake, impact analysis, approval, recovery and root-cause improvement.
Service reviews and continuity evidence
Maintain performance reports, availability and capacity plans, and recovery exercise results.
Preparation process
Define the SMS scope
Identify customer services and internal and external supply chains.
Organize operational evidence
Map service management tool records to SLAs and procedures.
Audit and improve
Address certification findings and continue reviewing service performance.
Timing
Timing depends on service history and clearly defined supplier boundaries. Separate implementation time from the certification audit schedule.
Agency fees
Institutional testing and assessment fees
Quotation based on the agreed scope
Confirm scope, assessor days, retesting, travel and VAT in the final quotation. Institutional fees are separate from Specify subscription charges.
Sources and references ↗Document automation and management cost KRW 300,000 per month. Expert services and certification body testing or assessment fees are separate. Specify supports preparation; the relevant authority or certification body makes the final decision.
Pricing and certification costs →Optional expert consulting
Expert review and consulting are optional, separately scoped services. Choose support for ISO/IEC 20000-1 based on your team's readiness and the evidence or assessment preparation you need.
- Confirm institutional testing, assessment and registration fees separately in the contract.
- Development fixes, clinical studies where applicable, security equipment and infrastructure operations may require separate budgets.
- Confirm internal staffing, travel, translation, VAT, surveillance and renewal costs in the quotation.
Questions and answers
Is this equivalent to ITIL training?
Individual training or qualifications differ from organizational management system certification.
Must every IT service be included?
Define the intended scope and ask the body to verify that relevant controls and interfaces are covered.
Is certification necessary to use the standard?
No. Decide based on customer and procurement requirements.