IT Service Management-OVERVIEW
ISO 20000 is the first international standard for Information Technology Service Management and is fully compatible and supportive of the ITIL (IT Infrastructure Library) framework. ISO/IEC 20000-1:2011 specifies four key service management processes broken into 13 IT processes (See reference diagram below), as follows:
- Service Delivery Processes – includes Service Level Management, Availability Management, and Capacity Management
- Relationship Processes – involves interfaces between the service provider and customers and suppliers
- Resolution Processes – focuses on incidents being resolved or prevented
- Control Processes – involves managing changes, assets, and configurations
The standard specifies a number of closely related service management processes that help organizations;
- Identify that relationships exist between these processes, and that these relationships will be dependent on their application within an organization
- Provides guideline objectives and controls to enable an organization to deliver managed services
- Provides control, greater efficiency, and opportunities for improvement
- Turns technology focused departments into service focused departments
- Ensures IT services are aligned with and satisfy business needs
- Improves system reliability and availability
- Provides a basis for service level agreements
- Provides the ability to measure IT service quality
ISO/IEC 20000 is currently being adopted worldwide. Organizations have realized that an organizational certification is proof that best practices are in place and that a continual improvement program and internal audits/assessments support the implementation. This is also verified by the certification body performing annual surveillance audits.
The advent of ITIL implementations has secured ISO 20000 position as the premier ITSM (IT Service Management) certification for organizations. Prior to ISO 20000, organizations were at the mercy of ITIL practitioners to implement ITIL services that could not be certified. ISO 20000 now provides organizations with a proven ability to audit implementation and accredit (certify) their implementation based on an agreed scope. ISO 20000 also helped organizations understand and conduct risk assessments which improved organization performance and understanding.
Currently there is no ISO published survey results for ISO 20000 implementations. Suffice to say, the United States is seeing Federal requirements, requesting proven certification for new or renewed IT contracts.
- Provides a way to align information technology services with business strategies.
- Creation of a formal framework service management and service improvement.
- Provides KPI measurement criteria.
- Creates competitive advantage via the promotion of consistent and cost-effective services.
- Changes an IT driven culture into a business driven culture.
- Provides management a clear view of inter-dependencies across IT and the ISO 20000 processes.
- Promotes risk assessment and risk management.
- Enhanced reputation and perception for using best practices.
- IT becomes pro-active rather than re-active.
- Improved understanding and relationships between IT and the business/customers.
- Creation of a stable framework for both resource training and service management automation.