Information technologies - service management

ISO/IEC 20000-1

Is a new international IT Service Management standard that enables organizations to ensure that their IT processes are aligned with the requirements of the jobs in the organizations and international best practices.

The requirements of this standard relate to the design, transition, delivery and improvement of services and can be used by the following organizations:
  • Organizations that request services from a provider and require confirmation that their service requirements will be met
  • Organizations that require a consistent approach from all their service providers, including those in the supply chain
  • A service provider that intends to demonstrate its ability to design, transition, deliver and improve a service
  • The service provider, in order to monitor, measure and review its service management processes and the services themselves
  • A service provider to improve the design, transition and delivery of services through the effective implementation and operation of SMS.

The ISO/IEC 20000-1 standard applies to all service providers, regardless of the type, size and nature of the service provided, and aims to provide value for both the user and the service provider. The implementation of SMS provides service management and the opportunity for continuous improvement and greater effectiveness and efficiency with a well-organized and coordinated staff.

The advantages of applying the ISO/IEC 20000-1 standard are numerous, namely:
  • Service users know what they expect from the organization and what is necessary on their part to ensure that the service is provided smoothly and efficiently.
  • Knowledge of the needs of the user and/or organization is increased, making it easier to choose a unique approach to meet the requirements
  • The possibility of timely recognition of a change in trend increases, so that the organization adapts to new requirements more quickly and develops the market (competitive advantage).
  • Full monitoring of service quality level is enabled
  • The satisfaction of service users with the services provided, etc., increases.