The international IT Service Management standard

The development of an international standard for IT Service Management (ISO 20000) was necessary to confirm the approach and structure leading to take up of ITIL Service Management around the world. Organisations are now able to achieve an externally accredited certificate of compliance to an internationally recognized IT Service Management standard. 

ISO20000 enables IT organisations (whether in-house, outsourced or external) to ensure that their IT service management processes are aligned with the needs of the business and with international best practice. It enables IT service providers to identify how to enhance the quality of service they deliver to their customers, both internal and external. It is in 2 parts:

Part 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.

Part 2: Code of Practice represents guidance to auditors and assistance to service providers planning service improvements or to be audited against the standard.

Scope

For a Service Provider to achieve certification, it must demonstrate that it has ‘management control’ of all the processes defined within the standard. Management Control of a process consists of:

• Knowledge and control of inputs
  
• Knowledge, use and interpretation of outputs
• Definition and measurement of metrics
• Demonstration of objective evidence of accountabilityin conformance to the standard
• Definition, measurement and review of process improvements

We offer an ISO20000 Awareness course and ISO20000 Consultancy course for those wishing to gain accreditation as a Consultant.