Overview

ISO 20000

IT Service Management requires an integrated approach to effectively deliver those services that truly meet customer and business requirements. To do this, established and professional methods and processes are needed.

A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice.

ISO/IEC 20000 is based on and replaces BS 15000, the internationally recognized British Standard. ISO 20000 is the worlds standard for IT service management. The standard specifies a set of inter related management processes, and is aligned with and complementary to the process approach defined within the IT Infrastructure Library (ITIL) from The Office of Government Commerce (OGC).

ISO/IEC 20000 defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers.

• By businesses that are going out to tender for their services;
• By businesses that require a consistent approach by all service providers in a supply chain;
• By service providers to benchmark their IT service management;
• As the basis for an independent assessment;
• By an organization which needs to demonstrate the ability to provide services that meet customer requirements; and
• By an organization which aims to improve service through the effective application of processes to monitor and improve service quality.