ISO 20000: IT service management
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
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