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Information Technology Service Management Systems

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    3. ISO/IEC 20000-1:2011

ISO 20000-1:2011

ISO/IEC 20000 is the first international standard specifically aimed at IT Service Management (ITSM).

IT is important for today’s service provision. However, concerns are increasingly raised about IT services, both internal and outsourced, not aligning with the needs of businesses and customers.Η πληροφορική είναι πλέον σημαντική για την παροχή υπηρεσιών.

ISO/IEC 20000 is the first international standard specifically aimed at IT Service Management (ITSM). It describes an integrated set of management processes for the effective and efficient delivery of services to the business and its customers. Should the primary purpose of an organization’s operations be ITSM, then ISO/IEC 20000 is virtually essential.

ISO/IEC 20000 addresses only the IT Service Management processes, and the supporting Management System. It provides a detailed, recognized and tested management system, which allows an IT service company to plan, manage, deliver, monitor, review and improve its services.

The standard does not only take into account operational aspects but also focuses on the monitoring regarding associated risks, financial data, resources and capabilities, thus providing a proper infrastructure to enable a traditional Plan, Do, Check, Act (PDCA) cycle to be efficiently implemented and managed.

ISO/IEC 20000 is applicable to any organization, large or small, from any sector that provides IT services. The standard is particularly suitable for internal IT service providers, such as IT departments, and external IT service providers, such as IT services outsourcing organizations.

ISO/IEC 20000 Benefits

  • Improved quality of business operations by ensuring that organization processes meet the organizational goals.
  • Customers will know what to expect from the organization and what is required of them to ensure that the service can be delivered.
  • Cost-justified IT infrastructure and organizational services.
  • Increased organizational awareness of IT services and capabilities will allow the organization to better utilize them by creating a Service Catalogue.
  • Increased IT understanding of the organization’s needs will facilitate innovative approaches to meeting those needs.
  • Improved ability to recognize changing trends and to adapt quickly to new requirements and market development (competitive edge).
  • Improved metrics and management reporting facilitating decision making and improved IT governance.

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