This service is linked to the UN Sustainable Development Goals (SDGs).

ISO/IEC 20000 is the first international standard aimed at Information Technology Service Management (ITSM-ITSM).

IT is now important for service delivery. However, there are growing concerns about the provision of IT services, both internal and external, that do not match corporate or customer needs.

ISO/IEC 20000-1 is the first international standard aimed at Information Technology Service Delivery Management (ITSM-ITSM). It describes an integrated system of management processes for the effective delivery of services to the enterprise and its customers. If the primary purpose of an organization's operation is to provide IT services then ISO/IEC 20000 certification is almost a requirement.

ISO/IEC 20000-1 focuses only on the IT service delivery processes, and the management system that supports them. It provides a thorough, recognised and tested management system that enables a service provider organisation to plan, manage, deliver, monitor, review and improve its services.

The standard takes into account not only operational issues but also focuses on corporate controls covering associated risks, financials, resources and capabilities providing a proper infrastructure to ensure that the classic Plan, Implement, Monitor, Control (PDCA-PDCA) cycle is managed and implemented effectively.

ISO/IEC 20000-1 is suitable for all organizations, large or small, and from any workplace that provides IT services. The standard is particularly suitable for internal (within the organization) IT service providers, such as IT departments, and external IT service providers, such as outsourcing companies.

 

• Improved quality of corporate operations by ensuring that corporate processes correspond to corporate objectives.
• Customers know what to expect from the organisation and what is required of them to ensure that the service is delivered effectively.
• Justified and acceptable costs for the IT infrastructure and services provided.
• Increased awareness across the organisation of IT services allow the organisation to make better use of them by creating a Service Catalogue.
• Increased awareness of corporate needs facilitates innovative approaches to meet those needs.
• Improved ability to identify changing trends to enable the organisation to adapt more quickly to new requirements and market development (competitive advantage).
• Improved ability to measure and report management metrics and reports that facilitate IT decision making and governance.