ISO 20000 Certification Services

What is Information Technology Service Management (ITSM) System?ISO 20000 is a global standard that describes the requirements for an information technology service management (ITSM) system. The standard was developed to mirror the best practices described within the IT Infrastructure Library (ITIL) framework. ISO 20000 also supports other frameworks, such as Microsoft's Operations Framework.
ISO 20000 is comprised of two parts: a specification for IT Service Management (ISO 20000-1) and a code of practice for service management (ISO 20000-2).
ISO 20000 was formerly called BS 15000 and was developed by the British Standards Institutions (BSI), an international standards, testing and certification organization.
IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to plan, design, deliver, operate and control information technology (IT) services offered to customers. It is thus concerned with the implementation of IT services that meet customers' needs, and it is performed by the IT service provider through an appropriate mix of people, process and information technology.
Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement.
Information Technology Service Management (ITSM) System AdvantagesBy implementing ISO/IEC 20000, the organization benefits from the following:
• Integrated Service Management System (SMS) supporting the vital service management functions.• Organization focuses on all key processes. Measurements and control of integrated SMS brings new perspectives and ideas about organization’s service management business. Since all 16 processes are implemented, combined results from say, Budgeting and accounting with Capacity management will give you the better idea on which customers are more valuable to you.• Better alignment of IT services and the business it supports. Adopting the common language and the knowledge about processes usually helps in building trust and confidence of customers.• Better reputation on the market. Having an ISO 20000 certificate is still not a very common thing; it proves you are serious about your business.• ISO/IEC 20000 certificate stays with the company, not individuals. The SMS helps to keep knowledge about service management business within the company, as its intellectual property.• Roles, responsibilities, and ownership of all processes remove bottlenecks and ambiguities in service management domain.• By defining key processes and agreeing about them internally, ISO 20000 helps to overcome natural barriers between organizational units. For example, Sales is forced to cooperate more tightly with internal IT in order to offer more cost-effective services to external customers.• Vertical communication in the organization is usually greatly enhanced. Management is involved in the process from the beginning, and the feedback they receive regularly enables better quality of tactical and strategic decisions.
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