IT SERVICE MANAGEMENT – ISO 20000
ISO/IEC 20000 is an international standard for IT Service Management. The standard describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers. By achieving the certified organization status against ISO 20000, it confirms the organization has an advanced IT Service Management approach in accordance with a globally recognized standard.
The standard defines the requirements for an Information Technology Service Management (ITSM) system. It provides a framework for organizations to establish, implement, maintain, and continually improve their IT service management processes. The standard is based on the ITIL (Information Technology Infrastructure Library) framework and aligns IT services with the needs of the business. By aligning IT services with customer needs and expectations, ISO/IEC 20000 helps enhance customer satisfaction. The standard emphasizes customer-centric processes and communication, leading to a better overall customer experience. Implementing standardized ITSM processes can lead to increased operational efficiency. Well-defined processes for incident management, change management, risk management and service delivery contribute to smoother operations.
The standard emphasizes effective communication and collaboration between IT and other business functions. This can lead to improved coordination, better understanding of business needs, and more successful IT service delivery.
The standard encourages the establishment of processes and controls that lead to improved service quality. This includes clearer service level agreements (SLAs), incident management, problem resolution, and effective service delivery.
ISO/IEC 20000 is designed to help organizations deliver effective and efficient IT services while continuously improving their ITSM processes. Certification to ISO/IEC 20000 by an certification body provides external validation that an organization’s ITSM system complies with the standard.