Technical Risk Assessment Inspection Bureau

Certification to ISO/IEC20000, the world’s first international standard for IT Service Management has become a major requirement across the industry and it has become a competitive differentiator for delivery of IT services. ISO/IEC20000 is a process-based approach designed for continual improvement and is split into 5 distinct parts as given below:

Part 1: Service management system requirements (ISO 20000-1:2011).

This part provides requirements for ITSM and is relevant to those responsible the design, transition, delivery and improvement of services that fulfill service requirements and maintaining ITSM in their organization. It provides detailed specification for an ITSM where the organizations can have their ITSMs independently certified as conforming to the requirements of ISO 20000-1:2011. This part of ISO/IEC 20000 requires an integrated process approach when the service provider plans, establishes, implements, operates, monitors, reviews, maintains and improves a service management system. The 2011 version of the standard comprises nine sections which include:

Part 2: Guidance on the application of service management systems (ISO 20000-2:2012)

This part describes the best practices towards doing the service management processes within the scope of part 1. This guidance includes the use of an ITSM for the planning, design, transition, delivery and improvement of the ITSM and services, including service management policies, objectives, plans, service management processes, process interfaces, documentation and resources. The ITSM provides ongoing control, greater effectiveness, efficiency and opportunities for continual improvement of service management and of services.

Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 (ISO 20000-3:2012)

This part provides vital information on writing a scope for an ITSM, as well as providing information on implementing and the applicability of the IT Service Management System (ITSM) as defined in Part 1 of the Standard. The guidance in this Standard takes the form of practical examples, typical scenarios and recommendations that show how the scope of an ITSM can be defined, whether or not you have experience of defining the scope of management systems.

Part 4: Process reference model (ISO 20000-4:2012)

This helps you develop a process assessment model according to ISO/IEC 15504 process assessment principles. This part specifies a process reference model (PRM) which describes each process in ISO20000-1, including the general service management system process, in terms of its purpose and outcomes. The process purposes and outcomes described in this Standard are the minimum necessary to meet the requirements of ISO20000-1.

Part 5: implementation plan for ISO/IEC 20000-1 (ISO 20000-5:2012)

This art provides guidance on implementation plan for an ITSM that fulfill the requirements of ISO20000-1, using a generic three-phased approach to implementation as an example. It also provides advice on the development of a business case, the project initiation, and other activities recommended for the implementation to be successful. Supporting information for the ITSM implementation project and examples of policies to illustrate what a service provider may want to put in place is also provided, as is guidance on documentation management.

The ISO/IEC 20000-1:2011 certification was developed in the year 2005 to implement the best management system for the quality of services by providing adetailed set of instructions to the companies in the IT sector. There are many instructions in the guidelines of the standard which are important to be implemented in the various departments of the company.For an organization to function efficiently it has to recognize and manage numerous linked activities, co-ordinate integration and implementation of the service management procedures that gives control over the ongoing process, greater effectiveness and opportunities for constant development. A complete lack of control over the IT processes and services of an organisation can be lost due if the documentation of the procedures are incomplete which results in a direct impact over the continuous improvement. Therefore, a detailed set of instructions defining the services upon considering the demands and satisfaction from customer end is highly essential. The intention of ISO/IEC 20000, similar to its predecessorBS 15000, was devised to reflect the best practice guidance contained within the ITIL framework, that can – and should be – adapted to meet organizational needs through;

Nowadays, an increasing number of organisations are implementing an IT Service Management System (ITSM), based on the ISO 20000 as a mandatory business requirement which enables them to independently demonstrate capability to their customers that they are meeting (and sometimes exceeding) industry best practice.The standard will very effectively align your IT service management with an overall business strategy and create a platform for effective business continuity management ensuring that you stay ahead in today’s online world.

The ISO/IEC 20000-1:2011 certification is obligatory for the companies in the IT sector so that they can implement the best management system to enhance the quality of the services they provide to the clients. The main parties that may take precise interest in ISO/IEC 20000 are suppliers of IT service management services, businesses outsourcing their IT services, businesses managing their own IT services and all suppliers wishing to benchmark their existing IT service management services.The ISO 20000 standard can be applied to organizations of any size, 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 customers’ business needs within agreed resource levels i.e. a service that is professional, cost-effective and where risks are understood and managed. In brief, the ISO/IEC 20000 ITSM System can be used by:

The implementation of ISO/IEC 20000 will ensure proactive working practices able to deliver high levels of customer service to meet client business needs. ITIL is best practice guidance but it is not possible to be accredited as a company against ITIL because, the standard is a specification which provides the company level accreditation to demonstrate the consistent use of best practice.

Some of the key benefits that an organization would enjoy by implementing the ITS management system in accordance to the ISO 20000 standard and getting it certified are: