The ISO/IEC 20000:2005 IT Service Management System (ITSM) is the first worldwide quality standard specifically focused towards the IT support and maintenance. The ISO 20000 Standard is published by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC) in 2005.
The ISO 20000:2005 Standard enables business owners and customers to identify and manage key processes involved in IT service delivery. The ISO 20000:2005 Certification for the IT Organizations sets out few compliance requirements such as:
The ISO 20000:2005 Standard is now being adopted internationally and provides an assessment framework and specifications to deliver managed IT services across the world.
ISO 20000: 2018 is the International IT Services Management (ITSM) Standard that enables IT organizations to ensure their processes are in line with the business objectives as well as the International Standards.
ISO 20000: 2018 Standard helps IT organizations (In-house, Off-shore, Out-Sourced) in benchmarking their managed services, service level measures, and assess their performance. It is of high relevance for the Information Technology related service companies in UAE, Dubai and globally.
ITSM (or IT Service Management) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services.
|IT-SPECIFIC ITSM BENEFITS||BUSINESS LEVEL ITSM BENEFITS|
|Increased IT efficiency and productivity through defined roles and responsibilities||Better understanding of business needs|
|Process implementation based on best practices||Higher IT service availability levels for higher business productivity|
|Increased support to counter regulatory and compliance challenges||Increased value and cost efficiency|
|Increased visibility and understanding of IT services||Manage expectations better|
|Reduced incident lifecycles||Reduced impact of incidents on the business|
With ISO 20000: 2018 International Standard for IT Services Management certification, along with the service benchmarking, organization could also showcase an ability to meet all their customer requirements and create a framework for an internal assessment.
Some of the Key Benefits for the IT Service Providers are:
The updated ISO 20000-1:2018 specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS).
This Standard is ideal for the following target groups and also it is not limited to any specific type of organization or industry vertical.
A Service Management System (SMS) supports the management throughout the Service Lifecycle. From planning to delivery & process improvement, SMS offers better value for customers as well as those delivering the service.
SMS provides end-to-end visibility, facilitating continuous improvement in business processes and results in enhancing both effectiveness and efficiency of the business activities.
A hike in productivity, efficiency and improved customer service are few benefits a Service Management System offers. ISO in 2018 has updated two of its Standards in the ISO 20000 series for organizations to stay ahead with the latest trends and market scenarios.
ISO 20000 series has mostly been used for IT Services, it is increasingly being applied to other services as well to improve business processes and decision making. The choice for Service Management Systems are plenty, however ISO 20000 series is the sole system available to measure compliance, support certification and to assure service management to the customers.
The ISO 20000 series is beneficial to any business entity that serves customers. Be it a whole organization or an individual department, it helps in not only improving the service satisfaction levels but ensuring that service management activities meet business goals and objectives.
The updated versions factors in the market trend variations, including service commoditization and the management of a number of suppliers by an internal or external service integrator. ISO 20000 series also incorporates new attributes like criteria for knowledge and service planning, as well as revised definitions and terminology.
For all your queries regarding IT Services Certification Standards feel free to reach out us. Our team of experts here in UAE, Dubai are well-versed with the certification requirements and the process implementation for the successful certification of your organization.