Overview

The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. It defines a comprehensive and closely related set of service management processes and comprises two parts:

• Part One: Specification for service management covering IT service management, setting minimum requirements for certification.
• Part Two: Code of practice for service management, describing best practices for service management processes.

Usage

ISO/IEC 20000 defines the requirements for a service provider to deliver managed services of acceptable quality. It can be used by:

• Businesses tendering their services.
• Companies ensuring consistency in their supply chain.
• Service providers benchmarking IT service management.
• Organizations demonstrating service capability.
• Businesses improving service quality through process monitoring.

Benefits of ISO 20000 Implementation

• Aligns IT services with business strategy.
• Provides a structured framework for service improvement.
• Establishes benchmarks against best practices.
• Enhances competitiveness with consistent service quality.
• Promotes ownership and responsibility at all levels.
• Facilitates smooth service transitions and provider interchanges.
• Reduces risk and operational costs.
• Aids major organizational changes effectively.
• Improves reputation and customer perception.
• Encourages proactive rather than reactive approaches.
• Enhances department relationships through clarity in roles.
• Provides a stable foundation for training and service automation.