ISO 20000
ISO 20000 certification provides organisations with a structured approach to develop reliable information technology services. It is a challenge, but it is also an opportunity for companies to safeguard their IT management systems.
ISO 20000 focuses on IT problem management through the use of a help desk approach, problems are categorised, which helps to identify ongoing problems or interrelationships.
The standard also considers system capacity, the levels of management required when the system changes, the allocation of financial budgets and the control and distribution of software.
Advantages of the ISO 20000 Standard
The implementation of ISO 20000 brings the following benefits to businesses:
- It demonstrates that an organisation has adequate controls and procedures in place to consistently deliver a quality and cost-effective IT service.
- It provides the ability to select and manage external service providers more effectively.
- Increased opportunities to improve the efficiency, reliability and consistency of IT services with an impact on costs and service.
- The certification process can reduce the number of supplier audits and thus reduce costs.
- Enables you to demonstrate high levels of quality and reliability of IT services, when bidding for international contracts or when expanding locally to increase business volume.
Frequently Asked Questions
ISO 20000 Standard
It is the first worldwide quality standard specifically aimed at IT (Information Technology) organisations.
It describes an integrated set of processes and a management approach for the effective delivery of IT services to internal or external customers.
IT is indispensable in today’s business. However, concerns about both internal and subcontracted IT services are growing due to the fact that these services do not fit the needs of businesses and customers.
A recognised solution to this problem is to use an IT service management system (ITSMS) based on ISO 20000, the international standard for IT service management. ISO 20000 offers companies the opportunity to demonstrate to their customers and stakeholders the integrity and security of their operations, and promotes a culture of continuous quality improvement in IT service management.
Certification to this standard provides an independent means of demonstrating to customers that the entity complies with best practice.
More information about ISO 20000.
ISO 20000: Processes
Part 1
Part one is the service management specification covering IT service management. This is the auditable part and sets minimum requirements that must be met in order to be certified. Its scope includes:
- Requirements for a management system.
- Service management planning and implementation.
- Planning and implementation of new or changed services.
- Service delivery process.
- Relationship processes.
- Resolution processes.
- Control and release processes.
Part 2
Part two is the professional code for service management, which describes best practice for service management processes within the scope of the specification.
The Code of Practice is particularly useful for organisations preparing to undergo an ISO 20000-1 audit or planning service improvements.
More information on ISO 20000 processes.
ISO 20000 Goals
The goals of ISO 20000 are:
- To promote the adoption of integrated processes in order to provide service management to meet the requirements of both our customers and the market itself.
- To measure the understanding of our “best practices”, objectives, benefits and potential issues within our Management System.
- To help organisations to generate revenue, or, alternatively, to generate effective costs or benefits within the IT service professional pathway that is delivered to customers.
Companies are increasingly reliant on their IT systems and need to manage and maintain them correctly. Failures and incidents are becoming more and more visible.
There is an exponential increase in the number of IT service demanders worldwide. Infrastructures are increasingly complex and the market needs specialists in the sector. Continuous change of IT systems (continuous advancement of technology).
Who should apply ISO 20000
ISO 20000 is applicable to any organisation, large or small, in any sector or part of the world, that relies on IT services.
The standard is particularly suitable for internal IT service providers, such as IT departments, and external IT service providers, such as IT subcontracting organisations.
The standard is already having a positive impact on some of the most important IT-dependent sectors, such as business process outsourcing, telecommunications and finance, as well as the public sector.
Links to other schemes
Link with 15504: Another reason for implementation is that development and IT environments are condemned to understand each other. In development, they use tools such as ISO 15504 and its certification requires IT companies to take certain actions, which they could easily achieve using ISO 20000.
Link to 27001: Another reason is that, given its ISO 9001 roots, it facilitates certification under ISO 27001.
More information on the goals of ISO 20000.
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