ISO 20000:2011 Consulting and Implementation
In today’s highly demanding market, meeting the needs of the customer is the cornerstone of ensuring business sustainability. ISO 9001:2000, ISO 20000 offers an established structure for adopting a methodical approach to managing your business processes in order that they constantly churn out products that meet the requirements of the customer.
What is ISO 20000 ITSM – IT SERVICE MANAGEMENT?
ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.
Formally: ISO/IEC 20000-1 (‘part 1′) “promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements”. It comprises ten sections:
- Terms and definitions
- Planning and implementing service management
- Requirements for a management system
- Planning and implementing new or changed services
- Service delivery processes
- Relationship processes
- Control processes
- Resolution processes
- Release process.
ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC).
ISO/IEC 20000-2:2005 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The code of Practice will be of particular use to organisations preparing to be audited against ISO/IEC 20000 or planning service improvements.
Benefits of ISO / IEC 20000 certification
Implementation of ISO 20000 brings with it many benefits and advantages. These will of course differ from organization to organization. However, the following list is a pretty good representation of the common results:
- Alignment of information technology services and business strategy.
- Creation of a formal framework for current service improvement projects
- Provides a benchmark type comparison with best practices
- Creates competitive advantage via the promotion of consistent and cost-effective services.
- By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture.
- Supports ‘interchanging’ of service providers and staff by virtue of the creation of inter-enterprise operational processes.
- Reduction of risk and thus cost in terms of external service receipt
- Through the creation of a standard consistent approach, aids major organizational changes.
- Enhanced reputation and perception
- Fundamental shift to pro-active rather than re-active processes
- Improved relationship between different departments via better definition and more clarity in terms of responsibility