ISO 20000

What is ISO 20000?

The ISO 20000 standard (IT quality control standard) focuses on managing IT issues via a helpdesk: problems are classified, helping identify on-going issues or inter-linkages. Standardization in IT service management also considers system capacity, levels of management required when the system changes, financial budgeting, software control and distribution.

The ISO 20000 standard was formerly known as BS 15000 and is aligned with the process approach defined by the IT Infrastructure Library (ITIL) from the United Kingdom Office of Government Commerce (OGC).

The Components of ISO 20000 Certification

ISO 20000 consists of two main parts. ISO 20000-1 is a formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for customers. The scope of certification includes:

• Requirements for a management system
• Planning and implementing service management
• Planning and implementing new or changed services
• Service delivery process
• Relationship processes
• Resolution processes
• Control and release processes

ISO 20000-2 is a Code of Practice that describes the best practices for Service Management processes within the scope of BS 15000-1. The Code of Practice is particularly useful for organizations preparing for an audit against ISO 20000-1 or planning service improvements.

The benefits of ISO 20000

The reputation of ISO and the international recognition of the IT Service Management System that ISO 20000 brings is a real boost to any company’s reputation. It reduces risk by offering trustworthy support from IT professionals (in-house or outsourced), when and where it is needed most. This helps to place any IT situation under immediate control and lessens their potential damage. Employee productivity is also enhanced, as is the reliability of your IT system. Furthermore, certification motivates your organization and demonstrates the reliability and quality of your IT services to employees, stakeholders and customers.

Certifying your IT Service Management System through SGS will help your organization develop and improve performance.

• An ISO 20000 IT Service Management System certificate from SGS enables you to demonstrate high levels of IT service quality and reliability when bidding for international contracts or expanding locally to accommodate new business.
  
  
• Regular assessment carried out by SGS helps you to continually use, monitor and improve your IT service management system and its processes. This improves the reliability of your internal operations to meet customer requirements as well as overall performance. You are also likely to witness a significant improvement in staff motivation, commitment and understanding of their responsibilities.
  
  
• ISO 20000 can also link with ISO 27000 (International Standard for Information Security). Integrating the audits of these management systems will save time and money.