ISO 20000 certification covers the management of IT Service Management risks and resources. It was developed as a similar approach to ISO 9001. Certification assists in achieving your aims & improving your business by helping you to manage & improve (rather than fire-fight).
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ISO 20000 is the IT Service Management Standard. Its requirements are based on Best Practice to assist IT Service Delivery more effectively.
With the worldwide competitive pressure, organisations are trying to reduce costs, speed up supply chain and improve service. Too often, the Helpdesk and IT Service Support is considered as a necessary evil. But when even traditional manufacturing companies like Rolls Royce have increased so Service now provides over half of their Profit, Service is critical to profitability and growth.
IT Service Delivery is crucial to improving overall Service provision because of the disciplines in providing new Services and then the feedback when in operation to ensure continual improvements.
Note: IT Service Management is often viewed as primarily an IT Helpdesk responsibility. However it is a business wide requirement, though obviously there should be a significant Helpdesk involvement
ISO 20000 is relevant to any business that is serious about its IT Services. Where a requirement is not applicable, it can be considered as a justified exclusion.
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Any Organisation that is serious about IT Service Management. All requirements of this International Standard are generic and are intended to be applicable to all organisations, regardless of type, size and information. It covers your IT Service Management responsibilities.
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Three Format Options for documentation of the IT Service Management Manual, Procedures / Process Diagrams and Forms:
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