ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. ISO/IEC 20000 was released in 2005 based on the IT infrastructure library (ITIL®) best practice framework, and updated in 2011. The standard defines a comprehensive and closely related set of service management processes and comprises two parts:
Part One is the specification for service management which covers the IT service management. It is this part which you can be audited against and it sets out minimum requirements that must be achieved in order to gain certification.
Part Two is the code of practice for service management, which describes the best practices for service management processes within the scope of the specification.
ISO/IEC 20000 defines the requirements for a service provider to deliver managed
services of an acceptable quality for its customers.
It may be used:
a) by businesses that are going out to tender for their services;
b) by businesses that require a consistent approach by all service providers in a supply chain;
c) by service providers to benchmark their IT service management;
d) as the basis for an independent assessment;
e) by an organization which needs to demonstrate the ability to provide services that meet customer requirements; and
f) by an organization which aims to improve service through the effective application of processes to monitor and improve service quality. |
