SRI Quality System Registrar

IT Service Management

ISO/IEC 20000:2011 defines the requirements for a service provider to deliver managed services. It is the first international standard for IT and business service management, and it promotes the adoption of an integrated process approach to effectively deliver managed services.

IT and business service providers are under great pressure to deliver cost-effective, high-quality, safe and reliable service to their customers and their own organizations. With growing reliance on support services and the wide range of technologies available, service providers strive to uphold high levels of customer service. ISO 20000 has been developed to make your business support organization or IT service providers more efficient and ensure quality, consistent, and reliable IT service through implementation of an Information Technology Service Management System.

Some of the key benefits of implementing ISO 20000 within your organization are as follows:

Improved efficiency, reliability, and consistency of services in all areas, impacting costs and service
You are more likely to be chosen your competitors that are not certified to ISO 20000
Certification audits are an opportunity to educate and raise awareness of all employees
Ability to manage suppliers more effectively
Certification can reduce the frequency of supplier audits, leading to a further cost reduction
Providers become more responsive with services which are business led rather than those that are technology driven

The ISO/IEC 20000:2011 standard consists of two parts under the title Information Technology - Service Management:

ISO/IEC 20000-1:2011 (Part 1) consists of a number of specifications, including Planning and Implementing Service Management, Requirements for a Management System, Planning and Implementing New or Changed Services, Service Delivery Process, Relationship Process, Control Processes, Resolution Processes, and Release Process.
ISO/IEC 20000-2:2011 (Part 2) is a "code of practice" that describes the best practices for service management within the scope of ISO/IEC 20000 Part 1. Part 2 helps those organizations looking to adopt ISO 20000.

ISO 20000 applies to both large and small service providers. The best practice service management processes deliver the best possible service to meet a customer's business needs within agreed resource levels, no matter the size of the organization.