ISO 20000: IT Service Management

With up to 80% of information technology budgets of most organizations directly linked to service management processes, a new ISO standard that benchmarks this activity is expected to result in cost savings for users, whether large or small enterprises, as well as, increased productivity and improved customer service.

ISO 20000:2005 will enable organizations to benchmark their capability in delivering managed services, measuring service levels, and assessing performance.

Today, IT service providers are under sustained pressure to deliver high quality service at minimum cost. Concerns have been raised that IT services, whether provided by an in-house IT department or an external organization, are not aligned with the needs of the business and its customers. ISO 20000 will reduce operational exposure to risk, meet contractual and tendering requirements, demonstrate service quality, and deliver best value.

The implementation of ISO 20000 will ensure proactive working practices able to deliver high levels of customer service to meet their business needs.

“Organizations will reap major business and financial benefits by ISO 20000 adoption,” explains François Coallier, Chair of the ISO group that approved the standard. “These service management processes deliver the best possible service to meet a customer’s business needs within agreed resource levels, i.e., service that is professional, cost effective, and with risks that are understood and fully managed.”

ISO 20000:2005, which is issued in two parts under the general title, Information Technology – Service Managementwill enable service providers to understand how to enhance the quality of service delivered to their customers, both internal and external.

ISO 20000-1: Specification, provides requirements for IT service management and is relevant to those responsible for initiating, implementing, or maintaining IT service management in their organization.
ISO 20000-2: Code of Practice, represents an industry consensus on guidance to auditors and assistance to service providers planning service improvements or to be audited against ISO 20000-1.

ISO 20000 integrates the process-based approach of ISO’s management system standards – ISO 9001:2000 and ISO 14001:2004 – including the Plan-Do-Check-Act (PDCA) cycle and the requirement for continual improvement. If desired, organizations can have their IT service management systems independently certified as conforming to the requirements of ISO 20000.