ISO 20000-1:2011 IT Services

Daily the world becoming faster in globalize economic market and every body depending on IT infrastructure technology to make their services competitive & timely delivered to the customers.

Frequent changes in the technology and un-trustworthy IT professional support also become this process difficult and riskier. Whether an IT outsourcing firm or an IT depending company for its initial or end stage processes, continually improve their services for required IT quality to fulfill the customer’s requirements and make business risk free. Business with the ISO 20000 certified organizations is now a new trend while signing business deals.

Delivering quality IT Services

The standard is intended for organizations who provide managed IT services such as infrastructure and/or applications support; this can be both for external delivery e.g. to clients who have outsourced their IT support, as well as for internal IT groups.

It takes a comprehensive approach to IT service management and defines a set of processes needed to deliver effective service. These range from core processes related to configuration management and change management to processes covering incident and problem management as well as those interacting directly with customers such as business relationship management.

More about ISO 20000

A certificate issued by third party registrar to demonstrates that your IT management system has been certified against requirements of ISO 20000 requirements. Implementation of ISO 20000-1 by setting up of internal processes gives confidence to customers about the delivering capability through use of IT infrastructure.

The standard adopts a process approach for establishing, implementing, operating, monitoring, reviewing, maintaining, and improving an organization’s IT service management system.

ISO 20000-1:2011 is the first global standard that specifically targets the IT Service Management with an integrated set of management processes for effective delivery of services. ISO 20000:1-2011 is based on the ITIL (Information Technology Infrastructure Library) framework. The standard defines the requirements for an organization to deliver services of an acceptable quality. The scope of ISO 20000-1 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 processes and release processes. The standard is designed to shape consistency into the management of IT services and infrastructure, either internal or outsourced, benefiting employees and clients.

Benefits of ISO 20000

Certifying your ITSM system against ISO/IEC 20000-1 can bring the following benefits to your organization:

  • Improve and streamline IT processes, boost effectiveness.
  • Ensures a controlled, consistent high-quality delivery of services internally and externally for extended networks and end-customers.
  • Demonstrate a company’s commitment to upholding a reliable IT service and infrastructure.
  • Enhance employee satisfaction and productivity performance thus less cost of process
  • Leveraging a proven set of best practices
  • Better alignment between business objectives and IT, reducing risks and improving communication between business areas
  • Provide & enhanced customer confidence and satisfaction, which in turn can lead to increased business opportunities.

Features of ISO 20000

ISO 20000-1:2011 is the latest version of IT Service Management System which is applicable to all Information technology service providers (internal or external Scope) and organization depending on information technology suppliers to carry out its business activities, or simply wishes to improve IT service management system.

ISO 20000-2 is a Code of Practice that describes the best practices for Service Management processes within the scope of ISO 20000-1. The Code of Practice is particularly useful for organizations preparing for an audit against ISO 20000-1 or planning service improvements. The certificate is issued for ISO 20000-1: 2011 only.

Certification Process for ISO 20000

DQS Certification India appoints a competent & suitable auditor or team of auditors to audit the organization against the standard & scope requested by the clients. Client has to file an application seeking standard for which to be certified. Gap analysis may be performed first to check readiness for the auditee organization which help organization to improve upon. Routine surveillance audits are carried out to evaluate continual improvement in the validity period. A re-certification audit is performed after every three years to maintain continuity of certification.