Overview
IT Service Management specifies a set of inter-related management processes, aligned with and complementary to the process approach defined within the IT Infrastructure Library (ITIL) from the Office of Government Commerce.
These processes deliver the best possible service to meet a customer's business needs within agreed resource levels: service that is professional, cost-effective, and with risks that are understood and managed.
What it delivers
- More reliable, consistent IT service delivery.
- Professional, cost-effective service within agreed resources.
- Risks that are understood and managed.
- Alignment with widely used ITIL practices.
What Is ISO 20000?
ISO/IEC 20000 is the international standard for IT Service Management (ITSM). It defines the requirements for delivering managed IT services to a consistent, high quality, covering how services are planned, delivered, monitored and continually improved. It aligns closely with widely used ITSM practices such as ITIL.
In short, ISO 20000 helps ensure your IT services reliably meet the needs of the business and its customers, with the processes and disciplines in place to keep quality high and improve it over time.
Why IT Service Management Matters
When IT services are unreliable or poorly managed, the whole business feels it, in downtime, frustrated users, missed commitments and higher costs. Structured service management brings predictability, quality and accountability to IT delivery.
For IT service providers, ISO 20000 certification is a powerful differentiator. It gives customers independent assurance that services are managed to a recognised international standard, and is often valued or required in competitive tenders.
How Conformite Assist Helps
- Gap analysis against ISO 20000 requirements.
- Designing and improving ITSM processes.
- Building a Service Management System (SMS).
- Aligning with ITIL practices where useful.
- Documentation, metrics and continual-improvement mechanisms.
- Readiness support for ISO 20000 certification.
Key benefits
- More reliable, consistent IT service delivery.
- Independent proof of service quality for customers.
- A competitive edge in tenders and contracts.
- Clearer processes, roles and accountability in IT.
- A foundation for continual service improvement.
Frequently asked questions
What is ISO 20000?
ISO 20000 is the international standard for IT service management. It sets requirements for delivering managed IT services to a consistent, high quality, covering planning, delivery, monitoring and continual improvement.
What is the relationship between ISO 20000 and ITIL?
ITIL is a widely used set of ITSM best practices; ISO 20000 is the certifiable standard. They align closely, and organisations often use ITIL practices to meet ISO 20000 requirements. ISO 20000 lets you certify that quality independently.
Who should get ISO 20000 certified?
It is especially valuable for IT service providers and internal IT departments that want to demonstrate reliable, high-quality service management to customers and stakeholders, or to stand out in competitive tenders.
What is a Service Management System?
A Service Management System (SMS) is the set of policies, processes and controls used to plan, deliver and improve IT services. ISO 20000 defines the requirements an SMS must meet.