ISO 20 000

ISO/ IEC DIS 20 000

IT – service management

Organizations have a constant demand for ever better equipment (at minimal cost) to support their business needs. As companies increasingly depend on systems support and the fact that there is a very wide range of technologies available, the service providers must increasingly ensure that the level that they provide them at is as high as possible. 

Planning, training, reviews, invention and working with the customer are factors that companies must not forget. They must be able to embrace systematic and proactive work habits. This is due to the fact that they too need to provide higher quality, lower costs, greater flexibility and a more rapid response to customer requirements.

Effective service management gives the customer a higher level of service and thus a higher degree of customer satisfaction. This in turn brings bigger profits and ensures cost optimization. ISO/IEC 20 000 helps give a better understanding of how to improve the quality of customer service.

20000 – 1

This standard sets out the precise criteria so that organizations can deliver IT services to a pre-defined and precisely controlled quality that is fully acceptable to their customers.

The standard can be used:

• for companies offering their services via tendering
• for companies that require a consistent approach from every service provider in the supply chain
• for benchmarking the management of IT service provision
• as a basis for independent assessment (certification)
• as proof that customer requirements can be met
• for improving both the services and the quality of their provision

20000 – 2

A standard that gives detailed guidance on how to provide the best possible IT services.

The standard contains:

• recommendations, general terminology, the approach to providing IT service management
• a framework for suppliers of service management tools
• guidance for auditors and organizations that plan to improve their services and are preparing for an audit
• the associated service management processes
• The standards are based on BS 15000 and replace it.