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Iso Certification
ISO / IEC 20000

What is ISO / IEC 20000 IT Service Management Standard?
An IT Service Management (ITSM) System is a systematic approach to managing the IT services delivered to customers (internal or external). It is centered on the customer's perspective of IT's contribution to the business. ITSM has ties with process improvement (e.g. TQM, Six Sigma) and is concerned with “back office” information technology for enterprises, not technology that is a company's primary product. ISO/IEC 20000 is based on and replaces BS 15000, the internationally recognized British Standard. ISO 20000 is the world's 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 (BS 15000) helps identify and manage the key processes involved in delivering effective IT services which meet the needs of the business and the customer.

ISO 20000 Standard comprises two distinct documents :

  • The specification for a service management system – is the part which you can be audited against and it sets out minimum requirements that must be achieved in order to gain certification
  • The code of practice – this describes the best practices for service management processes
  • Together, these form a comprehensive framework to define the features of service management processes that are essential for the delivery of high quality IT services.

    Benefits of ISO 20000 IT Service Management Certification :
    All stakeholders will benefit from adhering to SA 8000 standards. With assistance from a third-party, the following can be achieved:

  • 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.
  • By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture.
  • Reduction of risk and thus cost in terms of external service receipt
  • Creates competitive advantage via the promotion of consistent and cost-effective services.
  • Enhanced reputation and perception.
  • Fundamental shift to pro-active rather than re-active processes.
  • Improved relationship between different departments via better definition and more clarity in terms of responsibility and goals.
  • Creation of a stable framework for both resource training and service management automation.