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.