ISO 20000 - 1 :2018
ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. ISO/IEC 20000 was released in 2005 based on the IT infrastructure library (ITIL®) best practice framework, and updated in 2011. The standard defines a comprehensive and closely related set of service management processes and comprises two parts:
Part One is the specification for service management which covers the IT service management. It is this part which you can be audited against and it sets out minimum requirements that must be achieved in order to gain certification.
Part Two is the code of practice for service management, which describes the best practices for service management processes within the scope of the specification.
ISO/IEC 20000 defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers.
It may be used:
- by businesses that are going out to tender for their services;
- by businesses that require a consistent approach by all service providers in a supply chain;
- by service providers to benchmark their IT service management;
- as the basis for an independent assessment;
- by an organization which needs to demonstrate the ability to provide services that meet customer requirements; and
- by an organization which aims to improve service through the effective application of processes to monitor and improve service quality.
WHY CONSIDER ISO 20000 CERTIFICATION ?
Today, IT service providers are under increased pressure to deliver high quality service at minimum cost. Using ISO/IEC 20000 will reduce operational exposure to risk, meet contractual and tendering requirements, demonstrate service quality, and deliver best value.
The Benefits of ISO 20000 Implementation
Implementation of ISO 20000 brings with it many benefits and advantages. These will fo course differ from organization to organization. However, the following list is a pretty good representation of the common results:
1. Alignment of information technology services and business strategy.
2. Creation of a formal framework for current service improvement projects
3. Provides a benchmark type comparison with best practices
4. Creates competitive advantage via the promotion of consistent and cost-effective services.
5. By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture.
6. Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprize operational processes.
7. Reduction of risk and thus cost in terms of external service receipt
8. Through the creation of a standard consistent approach, aids major organizational changes.
9. Enhanced reputation and perception
10. Fundamental shift to pro-active rather than re-active processes
11. Improved relationship between different departments via better defninition and more clarity in terms of responsibility and goals.
12. Creation of a stable framework for both resource training and service management automation.