IT Service Management Implementation and Certification ISO 20000


ISO/IEC 20000-1:2011 can be used by

  • an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
  • an organization that requires a consistent approach by all its service providers, including those in a supply chain;
  • a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
  • a service provider to monitor, measure and review its service management processes and services;
  • a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
  • An assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000-1:2011.

Benefits of ISO 20000 Implementation and Certification

Implementation of ISO 20000 brings with it many benefits and advantages. These will of course differ from organization to organization. However, the following list is a pretty good representation of the common results:

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