ISO 20000: IT service management
Overview

The ISO 20000-1:2005 is the first global standard that specifically targets the IT Service Management with an integrated set of management processes for  effective delivery of services. ISO 20000:1-2005 is based on the ITIL (Information Technology Infrastructure Library) framework.

• ITIL  is Information Technology Infrastructure Library
• ITSM is IT Service Management,  a subst of ITIL.
• ISO/IEC 20000-1:2005 focuses on IT Service Management and is based in ITIL v2.
• There are 5 processes for Service Delivery,   5 for  Service Operations and qualify improvement processes similar to ISO 9001:2008.  

ISO 20000-1 certification

ISO 20000-1 is developing into the most important  standard for IT service management. It has become important for companies to meet this standard, and many will look for ISO 20000-1 accreditation among suppliers and partners.
ISO 20000-1 consists of two parts:

• ISO 20000-1 defines the requirements for an organisation to deliver services of an acceptable quality. The scope of ISO 20000-1 includes 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.
• BS 15000-2 is the code of practice. It describes the best practices for service management processes within the scope of ISO 20000-1. The code of practice will be useful to organisations that are preparing to be audited against ISO 15000-1 or planning service improvements.

Benefits of adoption

• Organisation will be more competitive
• Reduction in risks and costs and
• Reduction in time to market new products and services
• Improves value for money and service quality
• Ensures that the customer\'s SLAs are met

Certification process
The certification process is a multiple-step process. The certification cycle is described briefly:

• Application for certification
• Offer from ASYS
• Offer acceptance from client and order confirmation by ASYS
• Preaudit (optional)
• Certification audit
• Issue of certificate on successful completion of certification audit
• Surveillance audits at defined interval
• Recertification audit