Uncategorized | IT Services Management System- 20000

ISO 20000 is a global standard that describes the implementation of an integrated process approach to the delivery of IT services. It consists of a set of minimum requirements for an organization to effective IT service management audit. The standard encourages with the adoption of an integrated process approach to effectively deliver managed services to business and customer requirements.

For an organization to function effectively need to identify and manage numerous linked activities. Furthermore, ISO 20000 Certification promotes co-ordinate integration and implementation of the service management processes to provide continuous monitoring, greater efficiency and opportunities for continual improvement.

Some of the important business analyst type questions addressed in owning ISO 20000 Certification are as follows-

What are the customer and business requirements, needs and expectations
What are the statutory and legal requirements the service provider needs to take into account?
Are there requirements of standards the service provider needs to abide by?
Does the service provider have contractual obligations to adhere to?
What are the service requirements, as a result of these requirements and obligations as listed above?
What is the portfolio of services that is needed to meet these service requirements?

ISO 20000 Certification helps companies improve and streamline IT processes, increase effectiveness, and ensures a controlled, consistent supply of high quality services both internally and externally for extended networks and end customers. This shows the commitment of a company to maintain a reliable IT service and infrastructure, improving the satisfaction and, while boosting corporate image employee performance.

Achieving ISO 20000 Certification demonstrates to other organizations, suppliers, customers, employees, partners and industry organizations which the service organization ac-knowledgeable, experienced supplier. They have shown that they are on the practices, procedures and controls management system to ensure services are actually provided with customer satisfaction at the core.

Effectiveness of ISO 20000 Certification for IT Service Management System

When comparing IT service providers. ISO 20000 provide a uniform and common language as well as a standard for bench-marking.
When selecting an IT service provider. An IT organization can express value in the provision of its services and to differentiate themselves from the competition.
If an IT department/organization is looking for ways to better understand the customer needs. ISO 20000 is a standard for improving governance.
When needed guidance on that adopt the best practices to focus on first when determining best practices to improve the effectiveness of an efficiency of the IT organization?
When you try to better align the services of the IT department/organization on the services of a third party , to create a unified chain of services , especially from a process perspective.

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.