ISO 20000:2005 -Information Managament System

ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. ISO/IEC 20000 was released in 2005 based on the IT infrastructure library (ITIL®) best practice framework, and updated in 2011. The adoption of ISO 20000 has grown quite rapidly in the international arena of IT service providers and it has become a competitive differentiator for delivery of IT services ISO 20000 consists of two distinct parts: The Specification: ISO20000-1 defines the requirements for a service provider to deliver managed services. The Code of Practice: ISO20000-2 describes detailed best practices for the processes defined within ISO 20000-1. Overall, these standards specify five key group service management processes: Service Delivery, Relationship, Resolution, Control and Release

Benefits of ISO 20000 Implementation

• Alignment of information technology services and business strategy.
• Creation of a formal framework for current service improvement projects
• Provides a benchmark type comparison with best practices
• Creates competitive advantage via the promotion of consistent and cost-effective services.
• By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture.
• Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprise operational processes.
• Reduction of risk and thus cost in terms of external service receipt
• Through the creation of a standard consistent approach, aids major organizational changes.
• Enhanced reputation and perception
• Fundamental shift to pro-active rather than re-active processes
• Improved relationship between different departments via better definition and more clarity in terms of responsibility and goals.
• Creation of a stable framework for both resource training and service management automation.