To achieve ISO 20000:2018 certification, an organization must meet several core requirements across various sections of the standard:

1. Service Management System (SMS): Establish and maintain an IT Service Management System that defines the scope, objectives, policies, and processes for managing IT services.
2. Leadership and Commitment: Ensure top management’s active involvement and commitment to the SMS, including providing the necessary resources, support, and strategic direction.
3. Service Design and Transition: Implement processes for designing and transitioning new or modified services to ensure they meet service requirements and align with the SMS.
4. Service Delivery and Performance: Implement operational processes for delivering IT services according to service level agreements (SLAs), ensuring effective incident, problem, and change management.
5. Customer and Stakeholder Focus: Identify and understand customer and stakeholder needs, maintaining open communication and focusing on fulfilling service agreements.
6. Risk and Opportunity Management: Establish processes for assessing risks and opportunities that could affect the SMS or service delivery, and implement necessary controls.
7. Performance Evaluation: Regularly monitor, measure, and evaluate the SMS and service delivery processes to identify areas for improvement. This includes audits, performance metrics, and customer feedback analysis.
8. Continuous Improvement: Actively seek opportunities for improving the SMS and IT services. This includes corrective actions to address nonconformities and preventive actions to enhance service quality and efficiency.
9. Documentation and Record-Keeping: Maintain detailed records of all processes, policies, performance evaluations, and improvements related to IT service management, ensuring transparency and accountability.

By adhering to these requirements, organizations can build a robust IT Service Management System that enhances service quality, customer satisfaction, and operational efficiency while continuously adapting to meet evolving business and IT needs.’’