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ISO IEC 20000-1

Providing Service Management Structure

Information Technology Market Services Service-Oriented Architectures... SaaS... Cloud Computing... Virtualization...

With IT Services continually advancing and becoming integrated with all aspects of business; organizations are putting more and more dependencies on managed service providers, both internal and external. However, unprepared providers can quickly find themselves struggling to meet even the most basic levels of service and customer satisfaction. ISO/IEC 20000-1 strives to help organizations effectively and efficiently deliver IT Service Management with high levels of customer satisfaction via a comprehensive process approach.

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 hardware and software support via a Service Desk operation to full-fledged System Design and Deployment.

An ITSMS provides a technology-neutral framework for understanding, agreeing, implementing and monitoring effective managed services. ISO/IEC 20000-1 offers internationally recognized best practices via an integrated process approach designed to meet both business and customer demands. The standard sets forth 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.

ITSMS implementation is designed to be a bedrock on 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.

Benefits of ISO/IEC 20000-1 Registration

  • Improves mutual understanding of requirements and accountabilities
  • Aligns with and provides framework for ITIL methodologies
  • Provides structure for business continuity and growth
  • Drives improvements in processes and services
  • Creates a competitive advantage

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Requirements

  • Plan: Define implementation requirements, documenting them as necessary
  • Do: Consistently follow processes and record results of various activities such as:
    • Service Delivery Management
    • Relationship Management
    • Control Management
    • Resolution Management
    • Release Management
  • Check: Continuously review results with audits and management reviews
  • Act: Take action where necessary to improve


Download and print the ISO 20000-1 brochure.