ISO 20000-1

ISO 20000 - INFORMATION TECHNOLOGY. SERVICE MANAGEMENT

ISO 20000-1

Today, IT service providers are constantly required to provide high-quality services at a minimal cost. ISO/IEC 20000 reduces operational risk, satisfies contractual requirements and demonstrates the quality of services provided at an optimized price.

ISO/IEC 20000-1 is a standard for a service management system. It defines the requirements for the service provider to plan, create, implement, operate, and then monitor, review, maintain, and improve that system. The requirements include designing, transitioning, delivering and improving services in order to meet the agreed service level agreement.

ISO/IEC 20000 Information Technology – Service Management, was developed in order to increase the quality of services in the IT sector. The standard is based on the BS 15000 and ITIL standard and has been developed in two parts:

• ISO/IEC 20000-1 Information technology. Service management. Part 1: Service Management System Requirements. Contains the requirements for IT service management and refers to those responsible for the implementation and maintenance of the IT Service Management System;
• ISO/IEC 20000-2 Information technology. Service management. Part 2: Code of Good Practice. Guide to improving services and auditing the IT Service Management System.

ISO/IEC 20000 integrates the process approach that underpins the ISO standards for management systems – ISO 9001 and ISO 14001 – and includes the Plan-Do-Check-Act cycle (Deming cycle) (PDCA) and the requirement for continuous improvement.

According to the requirements of ISO/IEC 20000, the organization must continuously improve the IT services provided, by:

• Collects and analyzes data to measure the services provided by the organization and to manage the processes for the provision of services;
• Identify, plan, and implement improvements;
• Consult with all interested parties;
• Establishes targets for improvement in quality, cost and use of resources;
• Takes into account input information for improvements in all processes in the organization;
• Measure, report and communicate improvements;
• Review service management policies, processes, procedures and plans;
• Ensures that all approved activities are carried out and delivered and that they achieve the desired results.

ISO/IEC 20000 can be used by:

• Collects and analyzes data to measure the services provided by the organization and to manage the processes for the provision of services;
• Identify, plan, and implement improvements;
• Consult with all interested parties;
• Establishes targets for improvement in quality, cost and use of resources;
• Takes into account input information for improvements in all processes in the organization;
• Measure, report and communicate improvements;
• Review service management policies, processes, procedures and plans;
• Ensures that all approved activities are carried out and delivered and that they achieve the desired results.
• an organisation whose customers require assurances that their service requirements will be met;
• an organisation that requires a coherent approach from all its service providers, including those in the supply chain;
• a service provider that intends to demonstrate its ability to design, transition, deliver and improve the quality of services that meet the requirements for the provision of services;
• a service provider for monitoring, measuring and reviewing its service management processes and services;
• a service provider to improve the design, transition, delivery and quality of services through the effective implementation and functioning of the service management system.

In terms of information security, the ISO/IEC 20000 standard contains a reference to the ISO 27001 standard. The best option for the most effective process management in the IT sector is the implementation of an integrated management system in accordance with the requirements of the ISO/IEC 20000, ISO 27001 and ISO 9001 standards.