ISO 20000: Management of IT Services

In 2005, BSI released a new ISO 20000, which sets IT services quality demands. Standard adoption made it possible to assess the effectiveness of the services provided to users. ISO 20000 provides guidance for IT service management. According to it, firm that implements requests of this act must ensure a stable IT services level and full technical feasibility of their provision.

Main idea of standard is to stabilize the conditions for the provision of services to the client. Within the system framework, a so-called “Directory or catalog of services” is created. It, in addition to the specification of services, indicates the SLA or the response time and response to specific customer requests.

Key Catalog Points & Mechanisms

During the creation of the “Directory or catalog of services”, it is necessary to identify the constituent elements (parameters) for each service. The identification of these parameters enables us to use the service correctly on the part of the client and the ability to provide services without hindrance. The most significant of them are:

  • demands for equipment on side of enterprise and at client;
  • requests for software at firm and at the client;
  • of services are provided through communication channels, the requirements for these communication channels;
  • the level of skills (competencies) of the company and the client.

This allows you, as a company implementing ISO 20000, to conduct a complete inventory of your technical capabilities, and thus bring order to our structures.

Benefits of ISO 20000 Usage

Standard authors, in addition to system for ensuring a high services level, thought about increasing commercial potential so that this act would improve the efficiency of the company. For each proposed solution, basic questions should be asked:

  1. What will this solution give my company?
  2. How will this benefit my company?

Another benefit of ISO 20000 is the need for controlling the infrastructure through which we provide services. Control should be understood as:

  • Version control,
  • Change controlling,
  • Provision of equipment reserves, data backups, software,
  • Environment and connections securing,
  • Hardware and software versions and types ensuring compatibility,
  • Providing the client with a friendly interface, service and support environment.

Anyone involved in professional IT services delivery will attest that these are non-negotiable standards. Of course, when you start implementing these standards, you are faced with the prose of life and problems arise. The main ones are costs, making changes to the existing and operating network topology, changing the mindset of employees and again costs.

The developed methodologies in the field of ITSM have led to the need to determine the main methodology, the use of which will enable the IT department to carry out effective service management and check how this activity corresponds to the main provisions of ITSM. It is for these purposes that the international standard for managing IT services is intended – ISO 20000, which describes the service IT model.

ISO 20000 is a universal tool for assessing the compliance of the activities of any IT department with the main provisions of ITSM. This assessment does not depend on what methodologies for managing IT services are used in the department. This feature emphasizes feasibility of its implementation and primary use in the IT department.

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