ISO 20000:2011 is the international IT Service Management standard that enables IT organizations (whether in-house, outsourced or external) to ensure that their IT service management processes are aligned both with the needs of the business and with international best practice. It was developed in 2005, by ISO/IEC JTC1/SC7 and revised in 2011.
It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements.
ISO 20000 has two main parts under the general title Information technology – Service management. They enable IT service providers to identify how to enhance the quality of service they deliver to their customers, both internally and externally.
- Part 1: Specification (ISO 20000-1:2011) provides requirements for IT service management and is relevant to those responsible for initiating, implementing or maintaining IT service management in their organization. It provides an SMS specification.
- Part 2: Code of practice (ISO 20000-2:2012) describes the best practices for service management processes within the scope of ISO 20000-1.
Benefits of ISO 20000
ISO 20000 can assist your organization in benchmarking its IT service management, improving its services, demonstrating an ability to meet customer requirements and creating a framework for an independent assessment.
Some of the most common benefits of ISO 20000 certification for service providers are that it:
- Reduction in incidents and improved incident management
- Improving corporate image and credibility
- Adoption of an integrated process to the delivery of IT services
- Reduction in response times and interruptions to IT service
- Improved management of costs, leading to financial savings
- A culture of continuous improvement
- Greater understanding of roles and business objectives
- Ensuring legislative awareness and compliance
- Protecting the company, assets, shareholders and directors
- Increased customer satisfaction from internal and/or external customers
- Provides you with a competitive advantage
- Enhanced customer satisfaction that improves client retention
- Consistency in the delivery of your service or product
Essentials of ISO 20000
ISO 20000 implementation: Critical success factors
- Team competence
- Accountability
- Documented policies and processes
- Communications
- Audits