ISO/IEC 20000 is the first international standard for IT service management. ISO 20000 is comprised of two parts: a specification for IT Service Management (ISO 20000-1) and a code of practice for service management (ISO 20000-2).
ISO 20000 was formerly called BS 15000 and was developed by the British Standards Institutions (BSI). ISO 20000 is the world's standard for IT service management. The standard is aligned with and complementary to the process approach defined within the IT Infrastructure Library (ITIL) from The Office of Government Commerce (OGC).
ISO/IEC 20000 defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers.
- Requirements for a management system;
- Planning and implementing service management;
- Planning and implementing new or changed services;
- Service delivery process;
- Relationship processes;
- Resolution processes;
- Control processes; and
- Release processes.
ISO 20000 implementation leads to:-
- Creation of a formal framework for current service improvement projects
- Arrangement of information technology services and business strategy.
- POLICIES & OBJECTIVES set by 'top management'
- ISO/IEC 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best practice guidance for ITSM processes
- Creates competitive advantage via the promotion of consistent and cost-effective services.
- Conformance to Legal and Regulatory Requirements
- Enhanced internal and external Communications
- Fundamental shift to pro-active rather than re-active processes
- Improved relationship between different departments via better defninition and more clarity in terms of responsibility and goals.
- understanding of the organization's processes
- Certification audits enable the regular evaluation of the service management processes, which helps to maintain and improve effectiveness
- It reduces waste
- Provides greater consistency and traceability of products and services
- Improved morale and motivation
- Customer Confidence, Satisfaction and TRUST
- Provides Assurance in Organisational QUALITY
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- ISO 20000 - Implementation and documentation requirements
- ISO 20000 - Internal Auditor training
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