ISO/IEC 20000 is the international standard specifically aimed at IT Service Management (ITSM). The standard was based on the best practice framework for ITSM, the IT Infrastructure Library (ITIL). A copy of the standard can be found in our book, ISO/IEC 20000- The Rise of a New Service Paradigm.
The adoption of this standard has grown aggressively in recent years by service providers, as customers are wanting to know that applications and infrastructure responsible for movement of their organization's information are run efficiently and securely.
Organizations achieve ISO/IEC 20000 certification, via Registered Certification Bodies (RCBs) such as UL or the British Standards Institute. Individual's who will lead and manage an organization through this process can achieve individual ISO/IEC 20000 certifications.
ISO/IEC 20000 benefits include:
- Increased customer satisfaction because of increased business-focus as opposed to technology-focus
- Demonstrates a management commitment to quality.
- Differentiator to win new business as this is increasingly a requirement for many contracts, including government contracts.
- Creates opportunities to improve the efficiency, reliability and consistency of IT services via regular certification audits.
- Reduce costs by increasing efficiencies.
A new version of the standard has been released, ISO/IEC 20000-1:2011. The scope of the standard has not changed, but details regarding some of the requirements have. To keep up to date on ISO/IEC 20000 updates, subscribe to our blog.