ISO 20000 : 2005, Information Technology, Service Management, ISO 20000 : 2005 Information Technology, ISO 20000, ISO 20000 Service Management, india

ISO 20000 : 2005 Information technology -- Service management

IT is essential to delivering today’s business. However, concerns are increasingly being raised about IT services, both internal and outsourced, not aligning with the needs of businesses and customers.

A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice.

ISO 20000, which has two parts both with the general title Information technology - Service management, enables IT service providers to identify how to enhance the quality of service they deliver to their customers, both internal and external.

Part 1: Specification (ISO/IEC 20000-1:2005) provides requirements for IT service management and is relevant to those responsible for initiating, implementing or maintaining IT service management in their organization.

Part 2: Code of practice (ISO/IEC 20000-2:2005) represents an industry consensus on guidance to auditors and assistance to service providers planning service improvements or to be audited against ISO/IEC 20000-1:2005.

Who is it relevant to?

ISO/IEC 20000 is applicable to any organization, large or small, in any sector or part of the world which relies on IT services. The standard is particularly suitable for internal IT service providers, such as IT departments, and external IT service providers, such as IT outsourcing organizations.The standard is already making a positive impact in some of the leading IT-dependent sectors, such as the business process outsourcing, telecommunications, finance and public sectors.

Implementation of ISO 20000 brings with it many benefits and advantages :

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 and goals.
Creation of a stable framework for both resource training and service management automation.