IISO 20000 Certification Services

The need for an international standard for IT service management has been evident for many years. As information technology has evolved, and quality service has become a prime business differentiator, it was surely only a matter of time before such a standard evolved.

The standard actually comprises two parts: ISO/IEC 20000-1 and ISO/IEC 20000-2. ISO 20000-1 is the 'Specification for Service Management, and it is this which is certifiable against. ISO 20000-2 is the ' Code of practice for Service Management', and describes best practices, and the requirements of Part 1. Together, these form a top-down framework to define the features of service management processes that are essential for the delivery of high quality services.

• Planning and Implementing service management associated with business and customer information.
• Focus of IT Service Management.
• Requirements for a management system.
• Planning and implementing service management.
• Planning and implementing new/changed services.
• Service delivery processes and Relationship processes.
• Resolution processes and Control processes.
• Release process.

• 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-enterprize 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 and creates framework for both resource training and service management automation.