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.