Iso 20000 Consultants
SERVICE MANAGEMENT SYSTEM REQUIREMENTS
The ISO/IEC 20000-1 Standard’s prime purpose is the implementation of an integrated process approach for delivering IT services based on a set of minimum requirements geared towards providing on-going controls, greater efficiency and continuous improvements to the related processes. The Standard is focused on providing a Service Management System (SMS) which will deliver the quality results expected by its internal or external customers.
Effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The ISO / IEC 20000 series enables service providers to understand how to enhance the quality of service delivered to their
customers, both internal and external.
It aligns with best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework and is compatible with other IT Service Management frameworks.
ISO 20000 comprises two documents
ISO20000-1:2005 Information technology - Service management - Specification
ISO20000-2:2005 Information technology - Service management - Code of practice
Basis of standard
ISO 20000 adopts same approach as management system standards such as ISO 9001 and ISO 27001, including the PDCA (Plan-Do-Check-Act) cycle for continual service improvement.
It may be used:
By businesses that are going out to tender for their services;
By businesses that require a consistent approach by all service providers in a supply chain;
By service providers to benchmark their IT service management;
As the basis for an independent assessment;
By an organization which needs to demonstrate the ability to provide services that meet customer requirements; and
By an organization which aims to improve service through the effective application of processes to monitor and improve service quality.
The ISO / IEC 20000 series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider's organizational form. These service management processes deliver the best possible service to meet a customer's business needs within agreed resource levels, i.e. service that is professional, cost-effective and with risks which are understood and managed.
Assurance to Organization’s customer that their services will be fulfilled.
Enables the Organization to provide a consistent approach.
Helps the Organization to Design, transition and delivery and improvement of services.
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