Information Technology Service Management
IT service is usually provided by an internal department known as the IT organization.
The IT infrastructure includes hardware, software, procedures, computer-related communications, documentation, and skills required to support IT services.
Overall, IT services and management of the IT infrastructure is referred to as IT service management.
ISO 20000 is the international standard for IT Service Management (ITSM), published by ISO (the International Organization for Standardization), and ICE (the International Electoral Commission).
To become an international standard, ISO 20000 had to be agreed upon by most member countries, which means it is accepted by most countries worldwide.
The standard describes a set of management processes designed to help you deliver more effective IT services (both to those within your business and to your customers).
ISO 20000 gives you the methodology and the framework to help you manage your ITSM, while allowing you to prove your company follows best practice. With the requirements of the standard, you will achieve best practice, helping to improve your delivery of IT services. And ISO 20000 is applicable to any company size and any industry.
- Improve your image and credibility –ISO 20000 is the only internationally recognized standard for IT service management. Its international adoption has been rapid in recent years, as organizations see it as a key differentiator in the marketplace. And, as a popular and proven standard, you can be sure of the efficacy and scalability of the processes.
- Become more productive– Gain a competitive advantage through increased efficiency and effectiveness due to more reliable IT services. With everybody clear about who does what and when, you will reduce both the number of incidents and your ability to handle them.
- Increased customer satisfaction– Whether it’s your internal or external customers, you’re able to deliver improved IT services that better meet their needs – while at the same time better protecting the company, its assets, shareholders and directors.
- Benchmark and improve– You can compare your organization’s processes and activities against the international standard for ITSM (you can then easily identify and implement any necessary improvements). And, because an independent certification body audits your company, you (and anyone interacting with your organization) can be sure you are meeting the required level.
- Fully integrated processes –ISO 20000 helps you align IT services with the wider business strategy. You can ensure your company is focused on the IT service management solutions best suited to serving your customers and the needs of the business.
- Reduce the cost of IT– Better understand and manage the cost of IT. Plan future financial costs with greater accuracy and clarity. With simpler processes and clear responsibilities, you can operate a leaner, more efficient service.
- Create a culture of continual improvement– the business environment does not sit still, particularly in our age of digital and technological innovation. Ensuring your organization is always improving processes in reaction to customer feedback is not just a nice-to-have; it’s essential for a company’s longevity. And this also extends to improvements identified internally, changing technology and developing business norms.
- Become more agile and change quickly –ISO 20000 creates the solid framework of best practice that helps support innovation. Change in your organization can be handled more adeptly and with greater speed, meaning you reduce internal and external risk levels and are more likely to meet your organizational objectives.
- Gain a competitive advantage– Through more effective and efficient delivery of IT services, you can give your organization tangible advantages over your competitors. For example, you can reduce IT issues and respond to them faster, freeing up more of your time for strategic IT development in your organization.
- Service Management System requirements
- Design and transition of new or changed services
- Service delivery processes
- Relationship processes
- Resolution processes
- Control processes
- code of practice for IT service management
- Internal audit
- Management review
- Corrective actions