ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.
ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC).
ISO/IEC 20000 consists of two parts:
ISO/IEC 20000-1:2005 is the formal Specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. The scope 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
- Release processes
ISO/IEC 20000-2:2005 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The code of Practice will be of particular use to organizations preparing to be audited against ISO/IEC 20000 or planning service improvements.
SO/IEC 20000 provides a framework and systematic approach to managing the IT Service Management processes to deliver an IT service that conforms to the customer expectations. Implementing ISO/IEC 20000 improves the effectiveness and efficiency of the business process and it saves money. Most companies implementing ISO/IEC 20000 have experienced an increase in process efficiency, higher customer satisfaction and improved service quality. An ISO/IEC 20000 certified IT department or IT organization complies to globally accepted norms regarding the development and the delivery of IT services. For customers it will become easier to compare these IT service providers. There are many other benefits of being certified or simply using the standard even when not seeking certification. Below you will find a few examples.
- To qualify for new customers; more and more companies and organizations consider ISO/IEC 20000 certification an essential requirement for conducting business with a new vendor
- To enter global markets; the ISO/IEC 20000 standards are widely recognized
- To objectively measure the level of compliance to industry best practices
- To have better information available for numerous purposes
- To better streamline to various process improvements that may go on simultaneously in an IT department
- To provide guidance with prioritizing the best practices to be implemented in an IT department
- To give a company or organization a competitive edge
- To show a drive for quality services
- To objectively assess and benchmark IT’s level of maturity
- To increase customer focus and transparency of value provided to the business
- To establish a mentality of continual improvement in IT