ISO 20000-1 ISO 9001 is the internationally recognized standard for IT Service Management Systems (ITSMS). ISO 20000-1 is designed to help organizations deliver effective managed IT services to customers and maintain those standards overtime. ISO/IEC 20000-1 helps organizations efficiently deliver quality IT Service Management through a comprehensive process approach.
With IT Services continually advancing and integrating into all aspects of business, organizations are increasingly depending on internal and external managed service providers. But unprepared providers can quickly find themselves struggling to meet even the most basic levels of service and customer satisfaction.
An ITSMS supports the management of the service lifecycle, including the planning, design, transition, delivery, and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.
The adoption of an ITSMS is a strategic decision for an organization and is influenced by the organization’s objectives, the governing body, other parties involved in the service lifecycle and the need for effective and resilient services. Implementation and operation of an ITSMS provides ongoing visibility, control of services and continual improvement, leading to greater effectiveness and efficiency. Improvement for service management applies to the ITSMS and the services.
ITSMS implementation is designed to be a bedrock upon which to build continually improving service management systems. It is fully scalable to organizations large and small or to customers internal and external. Consider the benefits of developing an ITSMS as part of your organization’s customer satisfaction and business continuity strategies.
Understanding expectations, planning for services and service changes, and monitoring performance can be critical to an IT service’s success or failure. An IT Service Management System (ITSMS) can in turn be critical for organizations providing anything from Service Desk support to full-fledged system design and deployment.
An ITSMS provides a technology-neutral framework for understanding, agreeing on, implementing, and monitoring effective managed services. ISO/IEC 20000-1 offers internationally recognized best practices through an integrated process approach designed to meet the expectations of both businesses and customers.
Specifically, the ISO/IEC 20000-1 standard sets forth the structural requirements for an ITSMS from service planning and service delivery to resolution and release management, along with resources and controls throughout the service lifecycle. The companion document ISO/IEC 20000-2 code of practice provides interpretive guidance and recommendations for organizations implementing the standard.
If your organization does not already have IT Service Management System (ITSMS), the ISO 20000-1 standard and the companion ISO 20000-2 document can be used to establish one. And once your organization has established your organization’s ITSMS, you can use it to demonstrate that your organization is capable of meeting customer requirements, enhancing customer satisfaction, and continually improving both its products and services and its practices and processes.
Driving improvements in processes
Aligning framework for ITIL methodologies
Providing structure for business continuity and growth
The ISO 20000-1 Standard is comprised of 10 clauses/sections which describe the universe of requirements that must be met by an organization seeking certification of their organization’s ITSMS.