How ISO 20000 is Favorable to the Organizations for IT Service Management

ISO 20000 Standard is known as Information Technology- Service Management System. This standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services. ISO 20000 was first released in 2005 and the second updated edition is released in 2011.

Now a day an increasing number of organizations are implementing an IT Service Management System (ITSMS), based on ISO 20000 as a solution to this business requirement.  By certifying to the IT standard companies are able to independently demonstrate to their customers that they are meeting industry best practice.

ISO 20000 standards helps organizations to

1. Ensure  the effective running and delivery of IT services
2. Continually improve processes
3. Drive customer focus

All this can be carried out by applying following strategies.

• Provision of services (Service Management) - Covers the company's service requires the supplier to provide adequate support for enterprise users. Includes capacity management , financial management for IT services , Availability Management , Service Level Management and Continuity Management ;
• Application Management - Includes the life cycle of software development, spending matters dealt superficially to support the life cycle of software and testing services. Applications Management also provides details on the changes in the business, emphasizing clear requirements definitions and implementations of solutions to meet the business user's needs ;
• Infrastructure IT and Telecommunications Management - Covers all aspects of identifying business needs , through the proposal process , test , implementation of the installation and continuous optimization computer components and computer network infrastructure and IT services ;
• Security management - Safety approaches from the perspective of the service provider. Identifies and indicates the level necessary to provide for the organization of comprehensive security services ;
• Implement planning IT service management - Explains the steps necessary for an organization to identify the benefits and how to start collecting such benefits. It helps organizations identify their strengths and weaknesses, reinforcing the former to overcome the latter ;
• Business Perspective - Offers advice and guidance to help IT staff understand how they can contribute to company goals and how their functions and services can be better aligned and explored to maximize this contribution. One of the main factors of the increasing success is its flexibility, because it should be implemented as part of a business methodology that involves service management processes.

Requirement for ISO 20000 - IT Service Management System

This document was designed to evaluate the company's readiness for ISO 20000 IT Service Management System. By completing this questionnaire, the results will enable the organization to self- assess and identify where you are in the ISO/IEC 20000 processes. The objective of ISO/IEC 20000 is to provide a common reference level for any company providing services to internal or external customers.

Requirements for an IT Service Management System:

ISO 20000 standards is available for IT organizations service providers to demonstrate their level of maturity in the implementation of best practices and strive for excellence in IT service management.

Requirements of ISO 20000 Documents is not suitable for all organizations, from obtaining certified implies a high level of hard work to achieve certification for complete set of processes.

To provide a management system, including policies and a framework to enable effective management and implementation of all IT services. To have the ISO 20000 IT Service Management system, we must keep in mind the following steps as follows:

•  Management Responsibility:

Top management, through leadership and actions, must demonstrate its commitment to developing, implementing and improving management capacity of services in the context of the requirements of clients and the activity of the organization.

Management must:

• Implement the service management policy, objectives and plans.
• Communicate the importance of achieving the service management objectives and the need for continuous improvement.
• Ensure that the customer requirements are determined and are met with the aim of improving customer satisfaction.
• Appoint a member of management responsible for the coordination and management of all services.

• Documentation Requirements:

Provide documents and records to ensure effective planning, operation, and control of service management. This must include:

• Policies and services documented management plans.
• Documented service level agreements.
• Processes and procedures required by ISO 20000 Records required by ISO 20000 documented.

• Competence, Awareness, and Training:

Define and maintain all roles and service management responsibilities and the skills to execute them effectively. Review and manage staff skills and training should enable staff to perform their role effectively. Senior management must ensure that employees are aware of the relevance and importance of their activities and how they contribute to the achievement of service management objectives.

ISO 20000 Audit Checklists

ISO 20000 international standards for information technology product management. The quality additionally reviews style and development specifications for implementing objectives to fulfill business and client needs. The ISO 20000 audit checklist is employed as a suggestion to review sections starting from quality management to management responsibility.

Quality Management

Quality management documents however the organization was created, with methods toward implementing a high quality management system. The ISO 20000 checklist includes many paragraphs regarding documentation needs of company and operational policies, institution of a high quality manual and policy statements, and designing quality management review procedures.

Resource Management

The resource management section of ISO 20000 addresses the availability of human and physical resources. Competency, awareness and coaching needs are reviewed together with infrastructure instrumentality and different support services. Work environments are reviewed and analyzed for worker and products support.

Product Realization

This section analyzes the creation and producing of a product in relevancy established quality management system pointers. ISO20000checklist sections embrace things regarding product documentation, inspection, costs, client demand and style and development designing. Logistic operations touching on getting and distribution of the merchandise are analyzed.

Management Responsibility

Management responsibility of ISO 20000 includes human activity the standard management and processes throughout the organization. Management's role is to incorporate inside its quality commitment, audit procedures, management reviews and preventive actions to eliminate fraud and waste throughout the organization.

Difference between ISO 20000-1:2011 and ISO 20000-1:2005

In the field of IT Service Management, The standard ISO 20000 is revealed in 2005, the ISO 20000 2005 standard was at first composed of 2 parts: the primary one defines the specifications and also the second, a Code of follow. Since 2005 new further components are else. At an equivalent time, the 2 components have entered during a revision cycle. In Gregorian calendar month 2011 the cover version of the ISO 20000-1 was released.

The new ISO 20000:2011 version of the standard is an additional requirement. The title modified from IT Service management – Specification to IT – Service management – Service management system needs. There’s a more in-depth alignment to ITIL best practices framework version three. Additional definitions were else, for a complete of thirty seven versus fifteen. Lastly, updates to some definitions were created and 2 definitions were removed.

• Governance of processes operated by third parties – this implies that if you have got outsourced one among ISO 20000 processes then you would like ‘much’ quite simply documentary contract. You’ll be able to get compliant to the quality even though you have got outsourced any of the processes to a different organization unit – internal, external and even a client.
• Dosing Clause – an excellent imposing clause that ensures every that every new service is reviewed against each ISO 20000processes. Therefore anytime you add a replacement service to the catalog or amendment any of the prevailing service delivery terms, make sure you have thought of the ‘design’ impact of the amendment.
• Risk Assessment ‘everywhere’ – the word ‘risk’ is referred in many areas, with key specialize in ‘service risk’. Reference of risk definition is from ISO 31000 – therefore the word applies everyplace, in no matter you are doing. Let’s imagine you're adding a replacement service to the catalog, raise queries like what will get it wrong with the addition to the current new service to my existing service portfolio. The solution is ‘nothing’ or ‘everything’ bearing on any of the method impacts. If ‘everything’ or ‘something’ is that the response then it ought to cause implementation of the chance mitigation set up.
• Availability Management – this is often a part of service continuity method however normal makes it terribly clear to outline this method significantly severally. The necessity for having associate convenience set up that takes inputs from service level management and styles associate convenience set up. The provision set up would consist of service targets for infrastructure and takes support from capability management method for observation threshold crossovers.
• What was aloof from ISO 20000:1 – 2005?  Service improvement set up – this word is replaced by management of improvements.

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New Version of ISO20000 International Standard

ISO/IEC 20000-1 is that the international standard for IT Service Management System won’t to demonstrate the service management capability of a service supplier. Since the primary version was printed in 2005, several organizations round the world are currently certified.

A service supplier certified beneath half one has freelance proof of getting enforced best apply management techniques and processes, like ITIL. A service supplier will use ISO/IEC 20000 to deliver improved services that add price to their customers. This could change customers to be more practical.

Many organizations use ISO/IEC 20000-1 as a written agreement demand for their suppliers.

New Version of ISO/IEC 20000-1

The second version of ISO/IEC 20000-1 (Part 1) has simply been printed in April. Members of standards organizations from over twenty five countries and liaison members from the ITSMF and ISACA made this restructure.

There are enhancements in formulation that facilitate those that don't speak English as their linguistic communication. Terms are standardized where potential. There are additional terms and definitions that may facilitate organizations that use many standards like ISO 9001 and ISO/IEC 27001. There’s nearer alignment to ISO 9001and the knowledge security necessities employed in ISO/IEC 27001.

One of the numerous changes relate to the scope of the IT service management system. This may be advanced and half one currently includes specific necessities for scope definition.

Another important amendment is that the pertinence of the standard. The restructure of half one recognizes that several that a lot of that several services are composed of service elements from many parties and suppliers. The new clause on governance of processes operated by different parties means a service supplier must demonstrate that they management their suppliers effectively. If a service supplier depends on different parties for the bulk of the service management processes it should be tough to demonstrate adequate management to realize certification.

Many service management method necessities are extended. The clause on the look and transition of latest or modified services has additional necessities. This can offer higher support for organizations that have adopted the ITIL service lifecycle.

Transition to the new version

Each ISO/IEC 20000 certification theme owner defines their own plans for transition. The transition might dissent between the certification themes and it's necessary to hunt recommendation from the certification scheme house owners. The International certification Forum certification schemes can have a typical transition approach. Typical changeovers like this take two years.

A certified service supplier ought to visit their auditor to search out what arrangements there'll be for transferring the certificate to the second version of half one. At the instant, your auditor might not nonetheless have careful data as a result of they have to assess the impact of the restructure before they'll ensure the main points on a way to transition to the restructure if ISO/IEC 20000-1.

There are the ISO/IEC 20000 IT Service management qualification schemes for people that require change. The qualification theme owner or your coaching company can allow you to realize changes.

Advantages of ITIL Model Process

The Information Technology Infrastructure Library (ITIL) may be a set of ideas and techniques for managing info technology (IT) infrastructure, development, and operations. ITIL is that the most generally accepted approach to that IT service management within the world. ITIL provides a cohesive set of best observe, drawn from the general public and personal sectors internationally.

The ITIL Process Map has been wide accepted with several giant – and tiny – organizations, investing our Process model to implement ITIL quicker and at lower value, with less reliance on dearly-won consultants.

When using the ITIL Process Map, you may advantages in many ways:

• The ITIL Process model is simple to use and perceive. It’s therefore ideally suited to beat the only most significant challenge at the start of any ITIL initiative: to convey everybody in your IT organization an honest understanding of ITIL.
• The ITIL Process templates are obtainable in common formats: merely use the acquainted workplace applications to manage your ITIL processes, or your favorite Process management platform.
• The Process diagrams are absolutely filmable. This implies you save effort throughout Process style and documentation, as you modify existing Process models - instead of beginning with a blank page.
• The ITIL Process model, its document templates and therefore the complementary project manual give steerage on a way to started and do your implementation project.

For More Information about IT Services Management System and ISO 20000 Documentation Click here

How ISO 20000 Makes Your Organization Work Better

The implementation of ISO certifications and qualifications will generally take peoples’ eyes off the ball, creating them forget that the underlying purpose of study, examinations, and certification is to create things higher, and to generally produce dramatic enhancements within the method an organization works.

ISO/IEC 20000 standard that permits organizations to demonstrate excellence and prove best observe in IT service management.

Although the accreditation of ISO 20000 has full-grown apace within the international arena for each internal and external IT service suppliers several of the terribly those who would gain from its adoption, square measure still not responsive to the advantages, whether or not for people or a lot of significantly for the organisation as a full.

ISO/IEC 20000 allows IT service suppliers to attain agreement to a service management system that specifically needs them to continually improve their delivery of IT services. The very fact that the organisation is severally audited for compliance victimization an internationally recognized theme and standard will solely facilitate to bring quality to any organisation that takes it on.

One of the key advantages of achieving this commonplace is to determine an on-going culture of continual improvement and learning throughout the organisation, resulting in continual improvement within the quality of IT services provided. This successively results in exaggerated client confidence within the service supplier and ultimately a lot of new business.

This is simply a critic of the positives for organizations of finishing ISO/IEC 20000 certification, to mention nothing of the advantages for people inside that business.