IT Service Management System Certification Audits

Key requirements — selected themes

• Service management scope, governance and planning
• Service portfolio and service level management
• Supplier, customer and demand relationships
• Design, transition and change management
• Incident, request, problem and configuration controls
• Availability, continuity, security and performance evaluation

High-level summary

An independent review of the system used to plan, deliver and improve services. Audits assess the connection between service commitments, operational processes and the organisation’s evidence of consistent service management.

Certification provides recognition of management system conformity within the service scope. It supports customer assurance and supplier oversight without guaranteeing uninterrupted availability or compliance with every individual service level commitment.

Third-party certification pathway

References: [S13] · [G01] · [G02] · [G03]

• Application & scope. Define services, customers, delivery locations and parties supporting the service management system.
• Review & audit planning. Confirm eligibility, impartiality, competence and applicable rules; agree scope, audit time and programme.
• Stage 1 — readiness. Review service arrangements, process integration, supplier interfaces and internal evaluation readiness.
• Stage 2 — implementation. Sample service records, incidents, changes, service levels and evidence of operational control.
• Nonconformity resolution. Review corrections and corrective actions; verify closure or accept action plans as the applicable rules require.
• Independent certification decision. A competent function independent of the audit evaluates the evidence; certification is issued only when requirements are met.
• Surveillance. Review service changes, performance trends, recurring issues and supplier interface effectiveness.
• Recertification. Reassess the system before certificate expiry and complete the required review and decision for a new cycle.