ISO 20000 Information Technology Service Management Systems
Introduction
ISO 20000 is the first International Standard for IT Service Management. It is based on and is intended to supersede the earlier British Standard, BS 15000.
Formally: ISO 20000-1 ('Part 1') "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It comprises ten sections:
What is the ISO 20000 Standard
ISO 20000-1:2005 defines the requirements for a service provider to deliver managed services. It is based on BS 15000-2, which has been superseded.
It may be used:
ISO 20000-1:2005 promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. For an organisation to function effectively it has to identify and manage numerous linked activities. Coordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency and opportunities for continual improvement.
Organisations require increasingly advanced facilities to meet their business needs. With the increasing dependencies in support services and the diverse range of technologies available, service providers can struggle to maintain high levels of customer service. Working reactively, they spend too little time planning, training, reviewing, investigating and working with customers. The result is a failure to adopt structured, proactive working practices. Those same service providers are being asked for improved quality, lower costs, greater flexibility and a faster response time to customers.
In contrast, effective service management delivers high levels of customer service and customer satisfaction. It also recognises that services and service management are essential to helping organisations generate revenue and be cost effective. The ISO 20000 Series enables service providers to understand how to enhance the quality of service delivered to both their internal and external customers.
The ISO 20000 series draws a distinction between the best practices of processes, which are independent of organisational form or size and organisational names and structures. The ISO 20000 Series applies to both large and small service providers and the requirements for best practice service management processes are independent of the service provider's organisational form. These service management processes deliver the best possible service to meet a customer's business needs within agreed resource levels, i.e. a service that is professional, cost-effective and with risks which are understood and managed.
Benefits
Implementation of ISO 20000 brings with it many benefits and advantages. These will of course differ from organisation to organisation. However, the following list is representative:
· Alignment of information technology services and business strategy.
· Creation of a formal framework for current service improvement projects.
· Provision of a benchmark type comparison with best practices.
· Creates competitive advantage via the promotion of consistent and cost-effective services.
· By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture.
· Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprise operational processes.
· Reduction of risk and thus cost in terms of external service receipt.
· Through the creation of a standard consistent approach, aids major organisational changes.
· Enhanced reputation and perception.
· Fundamental shift to proactive rather than reactive processes.
· Improved relationship between different departments via better definition and more clarity in terms of responsibility and goals.
· Creation of a stable framework for both resource training and service management automation.
In a competitive marketplace, your customers are looking for more than just keen pricing from their suppliers. Companies need to demonstrate that their businesses are managed efficiently and responsibly and that they can provide a reliable service.
An effective Information Technology Service Management System can help minimise your liability and waste; improve business efficiency and achieve cost savings, which will have a positive impact on your Company image whilst providing a framework to ensure compliance with all regulatory requirements.
Impartiality and Independence
DAS Certification (AS/NZ) is authorised to conduct Third Party Certification of ISO 20000 Information Technology Management Systems.
Service Tailored to Your Business
We provide a certification service to satisfy your business by:
Enquiry and Free Estimate
Following your enquiry and completion of our application and questionnaire, we review that information and provide you with a free quote for services. There are no fees until you accept the quote and return the signed contract that includes the conditions for certification. We contact you to start the certification process and agree dates for the Stage 1 Audit and assign an Auditor who will liaise directly with you to finalise the audit arrangements.
Stage 1 Audit
The Stage 1 Audit (part of which is generally conducted on-site) provides a focus for planning the Main Audit. We review documentation specific to your business and work with your staff to quickly resolve any problems.
Main Audit Visit
The Main Audit measures the effectiveness of the Information Technology Management System in managing your Information Technology aspects, performance criteria, products, processes and services.
The audit is carried out alongside your own people, with results and findings openly discussed and reviewed. At the end of the audit, a report is prepared for acknowledgement and acceptance by your Company Representative. Any corrective actions arising from the audit are discussed and any forward plan of work agreed, including a follow-up visit if needed.
Certification Approval and Surveillance Programme
When your Information Technology Management System complies with ISO 20000, a certificate of approval is issued which is valid for three years, subject to satisfactory on-going maintenance of your Information Technology Management System.
Verification is through an audit programme that is carried out by yearly surveillance visits organised to fit in with your business requirements.
Three-yearly Reassessment Visit
Every three years, your Information Technology Management System needs to be reassessed.
Following satisfactory reassessment, your certificate is reissued for a further three years.
Figure 1: Your Route to Certification.
