ISO/IEC 20000
Information Technology Service Management
As the information technology world evolves to a higher level of maturity, there is an increasing demand for information technology service management. ISO/IEC 20000 series were developed to define the requirements and provide guidelines for Information Technology Service Management.
Certification Standard
ISO/IEC 20000-1 specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve a Service Management System. ISO/IEC 20000-2 provides guidance on the application of service management systems based on the requirements in ISO/IEC 20000-1.
Independent of organisational form, size and structures, the ISO/IEC 20000 standard draws a distinction between best practice processes.
System Requirements
The ISO/IEC 20000-1 defines the requirements for a service provider to deliver quality managed services for its customers. It adopts the PDCA structure and has defined the requirements for five main groups of interacting IT service management processes:
- Design and transition of new or changed services
- Service Delivery Processes
- Relationship Processes
- Resolution Processes
- Control Processes
Benefits of Certification
- Sharpens corporate competitive edge
- More customer-oriented; increased satisfaction
- Environmentally friendly by reducing scrap expenses
- Seamless and quality service through better supplier management
- As a benchmarking tool for self-improvement
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