Information Technology IT Service Management

Information Technology IT Service Management greentick

ISO/IEC 20000 is the international standard for Information Technology IT Service Management (ITSM) System, published by ISO (the International Organization for Standardization), and IEC (the International Electoral Commission).

ISO/IEC 20000 is a global standard that describes the requirements for an information technology service management (ITSM) system . This standard was developed to mirror the best practices described within the IT Infrastructure Library (ITIL) framework.

This standard describes a set of management processes designed to help you deliver more effective IT services (both to those within your business and to your customers). ISO/IEC 20000 gives you the methodology and the framework to help you manage your ITSM, while allowing you to prove your organization follows best practice. With the requirements of the standard you will achieve best practice, helping to improve your delivery of IT services. Due to this, ISO/IEC 20000 is applicable to any organization size and any industry.

What is IT Service Management ITSM?

ISO/IEC 20000 is an Information Technology Service Management (ITSM) System standard which specifies the requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements.

Who to use ITSM (Information Technology IT Service Management)?

  • An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
  • An organization that requires a consistent approach by all its service providers, including those in a supply chain;
  • A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfill service requirements;
  • A provider to monitor, measure and review its service management processes and services;
  • A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
  • A service recipients needs to be sure that the services they receive from their service providers will consistently meet their unique service requirements. It can be used by any organization to establish and maintain a consistent approach to service delivery throughout its entire service supply chain;
  • An assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000.

ITSM Standard as per the Context of Nepal

Organizations in Nepal are gradually being aware of the ISO/IEC 20000 – Information Technology Service Management System. It’s been clear that organizations are more inclined towards this standard, as Information Technology Service Management System can help their needs for cost-efficient, reliable and effective IT service management practices. Incomplete documentation of procedures can result in poor control over IT processes and services, while the lack of control and measurement can hinder continuous improvement. Many organizations suffer from recurring errors and incidents because they do not practice adequate knowledge management.

It is important to provide a clear definition of services provided, taking into account customer demands satisfaction of IT services, including hardware, software, communications and support by which it can further lead to a strong foundation for information technology service management system.

A standard like ISO/IEC 20000 Information Technology Service Management (ITSM) System would help organizations to monitor, measure, review, and improve on their processes and services, and to benchmark their competencies in the design, transition, and delivery of IT services to customers; and therefore, improve on customer satisfaction. It can also serve as part of an organization’s business continuity strategies, or even a competitive differentiator for IT service providers.

ISO/IEC 20000 – Information Technology Service Management (ITSM) System can help an organization’s IT services and systems to be more cost effective, reliable, consistent and efficient.

Importance of Information Technology IT SM System

To understand the importance of ISO/IEC 20000, it’s vital to understand the relationship between IT & success of your organization. Then, You rely upon IT to help you achieve your organizational goals. It affects how you operate and how you communicate. So, it’s a fundamental element of how you do business.

You use IT to overcome your competitors, to reach larger audiences, to become more productive and more efficient. In myriad ways, IT is vital to improving revenues, reducing costs and enhancing your reputation.

So, it’s crucial to get most from your IT investments – meaning IT services must be well planned, designed, managed & delivered. Without high-quality IT service management, IT projects routinely fail or go over budget. Ongoing costs become hard to manage, and you often see businesses fail before achieving any return on their investment. It’s simply understood that high-quality IT service management standards are fundamental to your success. And gaining the ISO/IEC 20000 standard is a way to ensure that quality.

Benefits of Information Technology IT Service Management ITSM

Firstly, The benefits of ISO/IEC 20000 cannot be overstated; Secondly, companies large and small have used this standard to great effect, discovering and securing tremendous cost and efficiency savings. Here are just a few of these benefits:

Improve your image and credibility

ISO/IEC 20000 is the only internationally recognized standard for IT service management. Its international adoption has been rapid in recent years, as organizations see it as a key differentiator in the marketplace. And, as a popular and proven standard, you can be sure of the efficacy and scalability of the processes.

Become more productive

Gain a competitive advantage through increased efficiency and effectiveness due to more reliable IT services. With everybody clear about who does what and when, you’ll reduce both the number of incidents and your ability to handle them.

Increased customer satisfaction

Whether it’s your internal or external customers, you’re able to deliver improved IT services that better meet their needs – while at the same time better protecting the company, its assets, shareholders and directors.

Benchmark and improve

You can compare your organization’s processes and activities against the international standard for ITSM (you can then easily identify and implement any necessary improvements). An independent certification body audits your company, you and anyone interacting with your organization can be sure you’re meeting the required level.

Fully integrated processes

ISO/IEC 20000 helps you align IT services with the wider business strategy. You can ensure your company’s focus on the IT service management solutions that best suits to serve your customers and the needs of the business.

Reduce the cost of IT

Better understand and manage the cost of IT. Plan future financial costs with greater accuracy and clarity. With simpler processes and clear responsibilities, you can operate a leaner, more efficient service.

Create a culture of continual improvement

The business environment does not sit still, particularly in our age of digital and technological innovation. Ensuring your organization is always improving processes in reaction to customer feedback is not just a nice-to-have; it’s essential for a company’s longevity. And this also extends to improvements identified internally, changing technology and developing business norms.

Become more agile and change quickly

ISO/IEC 20000 creates the solid framework of best practice that helps support innovation. Change in your organization can be handled more adeptly and with greater speed. Indeed, This means you reduce internal and external risk levels and are more likely to meet your organizational objectives.

Gain a competitive advantage

Through more effective and efficient delivery of IT services, you can give your organization tangible advantages over your competitors. For example, reducing IT issues and respond faster, providing more time for strategic IT development in your organization.

How can we help you?

greentick identifies gaps for improvement within your ITSMS in accordance with ISO/IEC 20000 ITSM requirements. We provide preliminary and formal audits against the requirements of the standard. Our team offer training courses for your employees to build up your organization’s knowledge of the ISO/IEC 20000 requirements. Finally, We verify if your system fulfills the ISO/IEC 20000 requirements and identify possible gaps.