CONSULTANCY SERVICES

Industry Specific Standards

ISO/IEC 20000

Introduction

ISO/IEC 20000 is an international Information Technology (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.

ISO/IEC 20000 defines the requirements for an IT Service Management System and sets out the main processes to deliver effective IT services. The standard itself aligns with The Information Technology Infrastructure Library (ITIL), the IT Infrastructure Library, and specifies the following key process groups: Service Delivery Processes, Relationship Processes, Resolution Processes, Release Processes and Control Processes.

Benefits of Implementation

ISO/IEC 20000 provides uncountable benefits - both tangible and intangible. A typical organisation would enjoy the following:

• fulfil one of the conditions of supply
• gain customer recognition and approval and open doors to the worldwide markets
• be able to measure, benchmark its performance and improve
• be able to provide users with faster, better and more cost-effective services
• and ultimately, gain in customer satisfaction and retention

Frequently Asked Questions (FAQs)

What is the focus point of ISO 20000 and what are the two parts contained therein?

The International Organization for Standardization (ISO) jointly published ISO/IEC 20000 with the International Electrotechnical Commission (IEC) with as one of its key intents to enable organizations to benchmark how they deliver managed services, measure service levels and assess their performance. It is broadly aligned with, and draws strongly on, ITIL.

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.