Introduction
ISO 20000 is the first worldwide standard specifically aimed at IT Service
Management as the need for an international standard for IT service management
has been evident for many years. As information technology has evolved, quality
service has also become a prime business differentiator. ISO 20000 standard
describes an integrated set of management processes for the effective delivery
of services to the business and its customers. A set of "controls" against
which an organisation can assessed for effective IT Service Management with the
aim to develop and deliver high quality IT services.
ISO 20000 is aligned with and complementary to the process approach defined
within the IT Infrastructure Library (ITIL) from The Office of Government
Commerce (OGC).
ISO 20000 comprises two distinct documents: a specification for a service
management system, and a code of practice. 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.
ISO 20000 consists of two parts:
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 descibes best practices, and the requirements of Part 1.
Why should I implement ISO 20000?
- ISO 20000 is becoming a basic business requirement, in the same way as ISO
9000
- Hard evidence that quality of ITSM is taken seriously
- Significant milestone for an IT Department
- Staff morale
- Helps enforce process compliance
- Business will operate more effectively
- A method of review and assessment linked to continuous improvement
Benefits
The benefits of ISO 20000 certification are
- Improved quality of service and increased business and customer confidence
- Improved reputation, consistency and interoperability
- Impartial and external standard method of assessment and audit
- Assessments recognised internationally within industry
- Assessment and benchmarking are an important element of process improvement
- Competitive advantage over competitors
- Management and staff understand their business of their roles and processes
better
PSB Certification involvement
PSB Certification had been approved in full as registered certification body by
itSMF since Oct 05 to
operate the IT Service Management System certification scheme.
- By businesses that are going out to tender for their services
- by businesses that require a consistent approach for their services
- by service providers to benchmark their IT service management
- as the basis for an assessment which may lead to a formal certification
- by an organisation who needs to demonstrate the ability to provide services
that meet customer requirements; and
- by an organisation which aims to improve service through the effective
application of processes to monitor and improve service quality
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