ISO/IEC 20000 is the international standard specifically for IT Service Management. It 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.

ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL.

ISO/IEC 20000 consists of several parts:

• ISO/IEC 20000-1:2011 (Part 1) is the formal specification and defines the requirements for a service management system. The scope includes:
  • General requirements for a service management system
  • Design and transition of new or changed services
  • Service delivery process
  • Relationship processes
  • Resolution processes
  • Control processes
• ISO/IEC 20000-2:2012 (Part 2) Provides guidance on the application of service management systems, including best practices for service management processes within the scope of ISO/IEC 20000-1.
• ISO/IEC TR 20000-3 (Part 3) contains guidance on scope definition and applicability of Part 1.

Benefits to Organisations:

• Establish an on-going culture of continual improvement and learning within an organization, providing a target to achieve and maintain. This leads to continual improvement in the quality of IT services provided and increased business and customer confidence in the service provider and their ability to deliver.
• Ensure that organizations focus on the implementation of a set of integrated processes and solutions that are appropriate, suitable and effective in meeting the needs of the business processes, the customers and the users they serve.
• Increase productivity of staff and the use of their skills and expertise. This in turn leads to reduced long-term costs and a reduced risk of being unable to meet business objectives.
• Enable organizations to adopt a structured approach to service management based on best practice guidance, allowing them to better understand their business and their needs, their roles and their processes. This leads to an improved reputation, relationships, inter-working and communication with their business and customer contacts.
• Enable organizations to internally assess their processes and activities against international standards as a method of identifying and implementing improvements.
• To be independently, externally audited for compliance using a scheme and standard that is internationally recognized and respected.

The adoption of ISO 20000 has grown rapidly in the international market for both internal and external IT service providers and it has become a competitive differentiator for delivery of IT services.

Our Approach:

We Partner with our client, try and understand their business and guide them through out the end to end road map of achieving ISO 20000 Certification. The first step we always recommend our client is to go with Gap Assessment of the existing IT service management process with the standards requirement and then debrief the team.