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    ISO 20000

ISO/IEC 20000 is the first international standard for IT Service Management. ISO 20000-1 "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements".

ISO 20000-2 is a 'code of practice', and describes the best practices for service management within the scope of ISO 20000-1. It comprises the same sections as 'part 1' but excludes the 'Requirements for a Management system' as no requirements are imposed by 'part 2'. The code of Practice is of particular use to organisations preparing to be audited against ISO 20000 or planning service improvements.

ISO 20000 may be used

  By businesses that are going out to tender for their services
  To provide a consistent approach by all service providers in a supply chain
  To benchmark IT service management
  As the basis for an independent assessment

  To demonstrate the ability to meet customer requirements
  To improve services

Why have this standard?

For an organization to function effectively it has to identify and manage numerous linked activities. Co-ordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency and opportunities for continual improvement.

Organizations also require increasingly advanced facilities (at minimum cost) to meet their business needs. With the increasing dependencies in support services and the diverse range of technologies available, service providers struggle to maintain high levels of customer service. Working reactively, emphasis is not given to planning, training, reviewing, and working with customers.

In contrast, effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The ISO 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external.

Benefits of ISO 20000

The application of ISO/IEC 20000 enables you to establish IT Service Management processes and so deliver managed services in a systematic and controlled manner.

A controlled and certified set of processes gives the following benefits:
  Effective managed services that meet customer & business requirements
  Market advantage through a certificate issued by a recognized independent certification body

  Cost reduction through transparent & optimized structures
  Service management integrated into the overall business processes
  Measurement & control of the managed services

Who is it applicable to?

The ISO 20000 series draws a distinction between the best practices of processes, which are independent of organizational form or size and organizational names and structures.

The ISO 20000 series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider's organizational form. These service management processes deliver the best possible service to meet a customer's business needs within agreed resource levels, i.e. service that is professional, cost-effective and with risks which are understood and managed.

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