Service management

ISO/IEC 20000-2:2012 enables organizations and individuals to interpret ISO/IEC 20000-1 more accurately, and therefore to use it more effectively. The guidance includes examples and suggestions to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards.

This includes guidance on the use of an SMS for the planning, design, transition, delivery and improvement of the SMS and services. At a minimum this includes service management policies, objectives, plans, service management processes, process interfaces, documentation and resources. The SMS provides ongoing control, greater effectiveness, efficiency and opportunities for continual improvement of service management and of services. It enables an organization to work effectively with a shared vision.

Companies of any size rely on effective IT service management. No matter where you’re based or what you do, your IT services need to be cost effective, reliable, consistent and efficient. You can achieve all of this with ISO/IEC 20000 if you manage internal IT services or provide IT services as an outsourced service provider. Plus you’ll bring ITIL up to standard so that your IT services deliver exactly what’s needed.

What are the benefits of ISO/IEC 20000?

• Ensure the effective running and delivery of IT services
• Continually improve processes
• Drive customer focus
• Achieve international best practice standards of IT service management
• Develop IT services that are driven by and support business objectives
• Integrate people, processes and technology to support business goals
• Put in place controls to measure and maintain consistent levels of service
• ISO/IEC 20000 is compatible with ITIL to support continual improvement

An increasing number of organisations are implementing an IT Service Management System (ITSMS), based around ISO 20000 as a solution to this business requirement. By certifying to the IT standard companies are able to independently demonstrate to their customers that they are meeting (and sometimes exceeding) industry best practice.