Telkom University has once again demonstrated its commitment to maintaining IT service standards by successfully undergoing the ISO/IEC 20000-1:2018 Surveillance Audit . This audit took place in a hybrid manner on February 5-12, 2024 and was closed in an online session on Monday (12/2). In this audit, Telkom University was declared to still meet international standards for IT Service Management (ITSM) , so that the certification that has been obtained can be continued.
Why is ISO 20000-1:2018 Important for IT Services?
In an increasingly technology-dependent world, the quality of IT services is becoming a critical success factor for businesses and educational institutions . ISO/IEC 20000-1:2018 is an international standard that ensures organizations have a structured system to provide reliable, efficient and sustainable IT services . With this standard, organizations can improve user satisfaction, optimize IT processes, and minimize the risk of service disruptions that can impact operations.
Audit Process and Results Achieved
This audit was conducted by the British Standards Institution (BSI) with auditor Alita Siswandani . The evaluation results show that the IT service management system at Telkom University has been implemented effectively in accordance with the specified standards. Based on interviews, document verification, and direct observation, the entire process was declared to be running well.
Alita expressed her appreciation for Telkom University’s readiness in conducting this audit and ensuring that IT services including Internet Services, Information System Development, and Learning Management System (LMS) have met international standards. With satisfactory results, Telkom University’s ISO/IEC 20000-1:2018 certification can be continued, which is real evidence of the institution’s commitment to providing high-quality IT services.
Benefits of ISO 20000-1:2018 Certification for Telkom University
The sustainability of this certification brings great benefits to Telkom University and its entire academic ecosystem, including:
- Improving the reliability of IT services : Ensuring that the IT systems used by students and lecturers operate stably and efficiently.
- Higher user satisfaction : ISO standards ensure that IT services can optimally meet the academic and operational needs of the campus.
- Better risk management : With a documented and structured service management system, the potential for disruption can be minimized.
The audit was closed by the Head of Internal Audit Unit, Hardian Kokoh Pambudi, ST, MT, MBA., ESLog. , who expressed his appreciation to the entire team that had supported the sustainability of this audit, including auditors from BSI and related units at Telkom University. He emphasized that this achievement should be an encouragement to continue improving IT services in supporting quality digital-based education .
FAQ (Frequently Asked Questions) about ISO/IEC 20000-1:2018
1. What is ISO/IEC 20000-1:2018?
ISO/IEC 20000-1:2018 is an international standard for IT service management (ITSM) that ensures organizations have effective processes in place to provide information technology services.
2. Why is this standard important for organizations that rely on IT services?
This standard helps organizations manage IT services efficiently, improve user satisfaction, and ensure system reliability to support business or academic operations.
3. What is the difference between ISO/IEC 20000-1 and ISO 27001?
ISO/IEC 20000-1 focuses on IT service management , while ISO 27001 focuses on information security . Both complement each other to ensure secure and quality IT services.
4. What are the main benefits of having ISO/IEC 20000-1:2018 certification?
Some of the key benefits include increased IT service efficiency, better risk management, compliance with international standards, and increased stakeholder trust .
5. How does an organization obtain ISO/IEC 20000-1:2018 certification?
Organizations must implement an appropriate IT service management system, undergo internal audits, and follow certification processes conducted by official bodies such as BSI.
With the continuation of this certification, Telkom University is further strengthening its position as a technology-based educational institution that prioritizes the quality of IT services to support superior digital learning.
