Management and delivery of effective IT services is crucial to your customers. There is a perception that IT services are not always aligned with business needs and customer requirements. This is relevant whether you provide the services internally to your customers or outsourced to a third party IT service provider. A way to demonstrate that your IT services are meeting business needs is to implement an IT Service Management System (ITSMS) based on the requirements of ISO/IEC 20000.

ISO/IEC 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best practice guidance for ITSM processes. The key difference is that ITIL is not measurable and can be implemented in many different ways. With ISO/IEC 20000, you can implement a management system and be audited and certified against the set of international requirements.

Benefits:

• Demonstrates you have adequate controls and procedures in place to consistently deliver a cost effective, quality IT service.


• IT service providers become more responsive with services which are business led rather than technology driven.


• External service providers can use certification as a differentiator and win new business since this is increasingly becoming a contractual requirement.


• You will have the ability to select and manage external service providers more effectively.


• More opportunities to improve the efficiency, reliability and consistency of your IT services positively impacting costs and service.

Certification to this international standard will enable you to independently demonstrate that your service delivery meets best practice.