The set of best practices that are universally recognized for the deployment of a service management system in both large and small businesses is defined by ITSM based on ISO/IEC 20000 standard. The Service Management System (SMS), primarily focuses on how the business prepares, executes, evaluates, and improves the delivery of new and updated services that will add value for the clients and save money and time, this is the objective of ISO/IEC 20000. The Plan-Do-Check-Act (PDCA) technique and an integrated process approach will be the core elements of the SMS.
Best practices for IT service management are outlined in ISO/IEC 20000, which is the standard for organization certification. Organizations will be able to benefit from how the processes interact, allowing the organization’s processes to mature more quickly. In order to effectively manage internal groups and outside parties and achieve real cost savings, ISO/IEC 20000 also outlines the amount of governance you need.
Several firms adopt the ISO/IEC 20000 standard nowadays because it makes the Service Management processes necessary for a company to claim that it adheres to and provides best practice Service Management quicker. To provide defined and measurable opportunities for effective and efficient service delivery, more and more businesses are obtaining the ISO/IEC 20000 certification for their organizations. This is because it makes it clear that the organization has met and continues to meet the requirements for SMS. A successful ISO/IEC 20000 IT services management system is made up of the three primary components described here.
Management Responsibilities: The goal is to assure the implementation of the service management system implementation duties at the senior management level of the service provider. The responsibility for the service management system must be given to a member of the Management Board who is in charge of implementation and has the necessary skills for the job to fulfill these requirements. In a perfect world, this person would have assistance from a management team that would aid in decision-making. Because of this, the defined service manager also acts as the system’s owner.
Documentation Requirements: The organization is needed to provide records and ISO 20000 documents to help the management process. The objective of this is to ensure efficient service management process planning, execution, and monitoring. Production and management of documents and records must be automated. The documents serve as the cornerstone and basis for confirming that the service management requirements are being followed. There must be a clear separation between two essential aspects.
- Documents that list the management’s objectives and aims
- Records that demonstrate the execution
It should be clarified that service management is used in all processes and is not just something that exists on paper. This must be supported by integrated documentation. The management must make sure that all procedures are followed and that the following fundamental ideas are adhered to:
- Documentation
- Communicated,
- Tracked
- Regularly revised
- Enhanced
For this reason, it is also necessary to have descriptive documents and relevant records.
Expertise and Training: Managers and staff members must be aware of the significance and relevance of their actions within service management and comprehend how those actions help to achieve quality goals. To guarantee that the requirements for new or updated services can be met, the corresponding expertise and abilities must be accessible.
The ever-changing technological improvements necessitate continued education and additional ISO 20000 awareness training for employees, who should be managed through coordinated skills management. The training necessary for the staff to satisfy future requirements is decided based on a consistent analysis of any inadequacies and condensed into a yearly training plan as part of the discussions surrounding the annual target agreement and the targets derived from the service management planning. Reviewing training measures’ efficacy is necessary. The organization initially establishes the specific skills needed for each service management role to determine the demand.
IT Services Management System- 20000 