ISO/IEC 20000 is an international standard that allows IT organizations to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve the delivery of their IT services. ISO/IEC 20000 was released in 2005 on the basis of best practice framework of the library’s IT infrastructure, and updated in 2011.
These days, organizations are looking for IT service management system (ITSMS) and achieve ISO 20000 Certification as a solution to win confidence of their clients. By certifying to ISO 20000, IT services provider companies are able to demonstrate independently their customers that they met (and sometimes beyond) best practices in the industry.
In preparation of your team for certification, the first step is to gather and review the necessary information. An ideal scenario is the exchange of experience with companies that have already received ISO 20000 certification or consulting firms with expertise in supporting an organization for the ISO 20000 certification process.
Identify the necessary steps requires knowledge of the current state of management of IT services against the requirements of ISO standard 20000. Companies should conduct an assessment that examines the current achievement of ISO 20000 requirements. The evaluation should be conducted by an external consultant based on a standardized method in the form of moderated discussions.
Based on the results of the assessment, a project plan is developed and the necessary internal and external resources are specified.
Based on past experience, the critical factors of success following should be considered during the preparation of certification:
- A clear commitment from senior management about the importance of the project
- Plan to a realistic timetable
- Careful selection of project managers and process parts
- Daily workload of the staff responsible must be reduced appropriately
- The early integration of the certification body
- Adequate documentation
- Availability of effective tools at the right time
- Continuous process improvement is driven by the same managers employed after the project ends
- External control is helpful, but knowledge transfer is to take place
- External consultants are qualified ITIL certified service managers and ISO 20000 consultants
- External consultants have practical experience in ISO 20000 projects.
IT Services Management System- 20000 