What is ISO IEC 20000?
ISO/IEC 20000 is the first international service management standard, a multi-part series of related documents. It defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers. To achieve ISO/IEC 20000 certification, an organization needs to demonstrate that it uses management systems and practices in order to be compliant to the standard.
ISO/IEC 20000 is aligned ISO/IEC 9001 and ITIL®. ITIL is a comprehensive set of best practice for IT Service Management with a supporting professional qualification scheme and world-wide user community. ITIL and ISO/IEC 20000 share a common sense approach to service management - do what works. One of the most common routes to achieving the requirements of ISO/IEC 20000 is via the adoption of ITIL service management best practices.
Formal certification schemes for international standards provide confidence in the level of capability that a service provider has achieved certification for ISO/IEC 20000-1. These schemes required audits to be performed by accredited certification bodies and accredited assessors that have to demonstrate that they work to internationally agreed standards of quality and service.
Who uses ISO/IEC 20000?
Service providers have a crucial role in delivering services and products that enable their business and customers to deliver value. One of the key factors to success is to think about the service that is enabled by the technology, not the technology itself. Many service providers adopt service management best practices and standards to improve their interaction with their customers and integrate IT service delivery across their suppliers and partners. They also want to be able to benchmark their service management capability effectively and efficiently.
The ISO/IEC 20000 series is used by organizations that
l go out to tender for their services;
l require a consistent approach by all service providers in a supply chain;
l wish to benchmark their IT service management;
l wish to perform an independent assessment;
l needs to demonstrate the ability to provide services that meet customer requirements
l aims to improve service through the effective application of processes to monitor and improve service quality.
What is the ISO/IEC 20000 series?
The series includes:
l ISO/IEC 20000-1: 2005 – Information Technology - Service management - Part 1: Specification
l ISO/.IEC 20000-2:2005 Information technology - Service management - Part 2: Code of Practice
l ISO/.IEC 20000-3:2005 Information technology - Service management - Part 3: Scope and applicability
l ISO/IEC TR 20004- Information technology - Service management - Part 4: Process Reference Model
l ISO/IEC TR 20000-5:2010 Information technology - Service management - Part 5: Exemplar implementation plan for ISO/IEC 20000-1
l ISO/IEC TR 15504-8 – Process Assessment Model for IT Service Management - under development.
Questions and Answers
A common question when talking to clients is: what training does my staff need in IT SM and does that mean ITIL? So where do you start? The first question to be answered is: what are you trying to achieve?
The variety and depth of IT Service Management training has changed over the years. Way back we all 'knew' our qualifications, first there was ITIL and the Managers certificate, and then came the Foundation. Then for a long time during the reign of ITIL V2, we had the familiar Foundation, Practioner and Managers certificates.
ITIL is the broadly accepted approach for world of IT Service management. It offers a pragmatic, no-nonsense framework that identifies, plans, delivers and supports IT services to the business.
DQS Certification India Private Limited (a Delhi Quality Services initiative for corporate excellence) provides ISO 27001 Information Security Management System (ISMS) Certification and Surveillance Services
ISO/IEC 20000 is the first standard for IT Service Management. ISO/IEC 20000 incorporates the principles of ISO 9001and ITIL Processes and was launched as a single framework for the Information System Management in the organization. IT departments are under higher pressure from Clients, both internal and external, than ever before. Regardless of whether the IT department in companies is operated internally.
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