ISO 20000 – IT Service Management International Standard ISO IEC 20000
promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements. For an organization to function effectively it has to identify and manage numerous linked activities. An activity using resources, and managed in order to enable the transformation of inputs into outputs, can be considered as a process. Often the output from one process forms an input to another.
Coordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency and opportunities for continual improvement. Performing the activities and processes requires people in the service desk, service support, service delivery and operations teams to be well organized and co-ordinated. Appropriate tools are also required to ensure that the processes are effective and efficient.
This new standard promotes the adoption of an integrated process approach to the effective delivery of IT services and sets guidelines for quality in IT service management (ITSM). The standard is based on the British standard BS 15000 and is closely aligned with the IT Infrastructure Library (ITIL®). ISO 20000 is a code that provides a yardstick for measuring and validating an organization’s success in implementing best practices as defined by ITIL.
The ultimate goal of ISO 20000 is to:
> Reduce operational exposure to risk
> Meet contractual requirements
> Demonstrate service quality