ISO 20000:2011 CERTIFICATION
ISO 20000 is the world's first international standard for IT Service Management. ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. ISO/IEC 20000 was released in 2011 based on the IT Infrastructure Library (ITIL®) best practice framework.
The standard is intended for organizations that provide managed IT services such as infrastructure and/or applications support. This can be for external delivery, such as clients who have outsourced their IT support, as well as for internal IT groups.
A certificate issued by a third-party registrar demonstrates that your IT management system has been certified against the requirements of ISO/IEC 20000. Implementation of ISO 20000-1 by setting up internal processes gives customers confidence in the organization's ability to deliver services through effective use of IT infrastructure.
ISO/IEC 20000-1:2011 is the formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. The scope includes:
- Requirements for a management system.
- Planning and implementing service management.
- Planning and implementing new or changed services.
- Service delivery processes.
- Relationship processes.
- Resolution processes.
- Control processes.
- Release processes.
Benefits of ISO/IEC 20000-1:2011
- Identify the requirements to plan and apply ITSM processes, report on IT services and important metrics of ITSM processes, schedule and conduct regular reviews, assessments and inspections, and plan for continual service development.
- Understand, recognize and explain potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessments and certification audits, as well as advising on the implementation of continual improvement procedures.
- Explain the scope, aims and use of the ISO/IEC 20000 specification and code of practice through an understanding of the roles of the component parts of the standard.
- Understand the relationship between the ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply suitable methods within an organization.
- Produce a gap analysis supported by a development and implementation plan.
