ISO 20000 IT SERVICE MANAGEMENT SYSTEM

IT Service Management requires an integrated approach to effectively deliver those services that truly meet customer and business requirements. To do this, established and professional methods and processes are needed.

A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice.

KEY BENEFITS OF ACHIEVING ISO 20000 CERTIFICATION TO YOUR ORGANIZATION

ISO/IEC 20000 certification demonstrates that an organization has adequate controls and procedures in place to consistently deliver a cost effective, quality IT service.

Some of the key benefits are listed below:

ISO/IEC 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best practice guidance for ITSM processes
IT service providers become more responsive to services which are business led rather than technology driven
External service providers can use certification as a differentiator and win new business as this increasingly becomes a contractual requirement

Gives you the ability to select and manage external service providers more effectively
More opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service
Certification audits enable the regular evaluation of the service management processes, which helps to maintain and improve effectiveness
The certification process can reduce the amount of supplier audits, thereby reducing costs

ISO 20000 REQUIREMENTS

ISO 20000 DOCUMENTATION REQUIREMENTS
The senior responsible owner should ensure that evidence is available for an audit of service management policies, plans and procedures, and any activities related to these.
Much of the evidence of service management planning and operations should exist in the form of documents, which may be any type, form or medium suitable for their purpose.

The following documents are normally considered suitable as evidence of service management planning.

Policies and plans
Service documentation
Procedures
Processes
Process control records.

There should be a process for the creation and management of documents to help ensure that the characteristics described are met.

ISO 20001 IS APPLICABLE TO WHICH INDUSTRIES?

ISO 20000 is applicable to any organization, large or small, in any sector or part of the world which relies on IT services. The standard is particularly suitable for internal IT service providers, such as IT departments, and external IT service providers, such as IT outsourcing organizations.
The standard is already making a positive impact in some of the leading IT-dependent sectors, such as the business process outsourcing, telecommunications, finance and public sectors.

IF ORGANIZATION HAS ISO 9001, THEN WHY ORGANIZATION REQUIRES ISO 20000?

ISO9001 is a generally applicable quality management standard, which applies to many processes and is used by organisations in different sectors and industries. While it has many attributes and benefits that are valuable to your existing commercial relationship, it does not specifically assess your processes for IT Service Management best practice.

You should consider whether specific certification for the ITSM component of your business is important: if your organisation is within the IT service sector, then ISO20000 will provide differentiation from competitors and underpin Governance measures.

WHY ORGANIZATION INVEST ON THEIR MANPOWER FOR ISO 20000 QUALIFICATION?

ISO 2OOOO certification is always better for business. You’ll realize improved efficiency and effectiveness, save money, improve customer satisfaction and the quality of your service. Your organization, after undergoing ISO 20000 training, can also become certified which is marketable and a business differential.