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ISO 20000 is the world's first international standard for IT Service Management. ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. ISO/IEC 20000 was released in 2005 based on the IT infrastructure library (ITIL®) best practice framework, and updated in 2011.
The standard is intended for organizations who provide managed IT services such as infrastructure and/or applications support; this can be both for external delivery e.g. to clients who have outsourced their IT support, as well as for internal IT groups. A certificate issued by third party registrar to demonstrates that your IT management system has been certified against requirements of ISO 20000 requirements. Implementation of ISO 20000-1 by setting up of internal processes gives confidence to customers about the delivering capability through use of IT infrastructure.
ISO/IEC 20000-1:2005 is the formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. The scope includes
Benefits of ISO 20000 certification
- Requirements for a management system
- Planning and implementing service management
- Planning and implementing new or changed services
- Service delivery process
- Relationship processes
- Resolution processes
- Control processes
- Release processes
- 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
- Creates competitive advantage via the promotion of consistent and cost-effective services
- By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture
- Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprize operational processes
- Reduction of risk and thus cost in terms of external service receipt
- Through the creation of a standard consistent approach, aids major organizational changes
- Enhanced reputation and perception
- Fundamental shift to pro-active rather than re-active processes