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Service Management Systems

Important Standard for IT Service Management Systems


ISO/IEC 20000-1:2011 is the internationally recognised standard for the implementation of service management systems. It provides the guidelines, requirements, and framework in which the organisation can plan, implement, monitor, maintain, and improve its service management system. The standard covers the design, delivery, and improvement of the organisation’s services, to ensure it can meet the agreed upon service needs of the clients.


ISO/IEC 20000-1:2011 is relevant to organisations that need to make use of services from specific service providers, but want to ensure that their particular service needs will be met. It is also relevant to organisations that want to ensure consistency of service providers in their supply chain.


The standard is also applicable to organisations that want to implement service management systems, in order to demonstrate their abilities to design, transition, deliver, and improve on the services they provide, to meet client service requirements.


It is also relevant to service providers that want to monitor, measure, and maintain their service management processes, and want to improve on the above through the implementation of service management systems that are compliant with ISO 20000.


Auditors and assessors can use the standard to assess the service management systems of service providers.


Industry Application


The standard is specifically useful for companies, operating in the IT industry, or requiring services from IT service providers. The standard was developed by the ISO/IEC in 2005. However, it was revised in 2011 to bring it in line with the requirements of the modern IT and business environments. It was originally designed as a framework for best practices within the Information Technology Infrastructure Library setting. However, it is just as relevant to other IT service management systems.


Sections of The Standard


The aim of the standard is to provide clear guidelines and a framework for setting up or reviewing service management systems in the IT service industry, to ensure client requirements are met, and that the service provider benefits. Implementation of the standard requires an integrated approach to planning, implementing, maintaining, and improving the service management system.


The revised standard Part 1 consists of nine sections. The first part is the scope, followed by the normative references, and thereafter the terms and conditions. The standard structure is thus similar to other ISO standards.


Section 4 deals with the requirements for service management systems, while section 5 covers the design and transition of changed or new services. Section 6 covers the various service delivery processes, while section 7 focusses on relationship processes, section 8 on resolution processes, and section 9 on the control processes.


Other Relevant Parts of The Standard


Part 2 of the standard covers the guidelines for the application of the service management systems, according to the requirements of Part 1. Part 3 of the standard (ISO/IEC TR 20000-3:2012) is about the scope definition and relevancy, as well as the proof of conformance for service providers, or for service providers that want to make service improvements.


Part 4 (ISO/IEC TR 20000-5:2013) provides the process assessment model. Part 9 is about application in the cloud services, and Part 10 entails the concepts and terminology of the standard. Various other parts of the standard must be studied, in order to ensure full understanding of the requirements and applicability of the standard.


Why ISO/IEC 20000 is Important


Companies operate in a global business environment, and it is therefore important to have one standard that can be used to assess service provision in the IT industry. Client companies want to have a benchmark against which they can assess the service delivery of their IT service providers.


Likewise, the service providers want and need a standard, which they can measure their performance against. With an ISO 20000 compliant service management system in place, the service provider is able to provide consistency in service delivery. It is also able to demonstrate that it provides such services, in-line with an internationally accepted standard.


By being able to demonstrate compliance, the service provider is thus able to ensure quality of service, and thereby build credibility and trust with its clients.


Our Role


We provide templates for implementation, training, an e-learning platform, consultation services, auditing services, and assistance in preparing for certification according to the requirements of relevant ISO standards.