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ISO/IEC 20000  |  ISO/IEC 27001  |  TL 9000  

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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Last Update: 2023-10-03   Disclaimer and Copyright
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