About ISO/IEC 20000:2005
In May 2005, members of the ISO and the International Electro technical Commission (IEC) voted to make BS 15000 the basis for ISO 20000.This took the foundation of BS 15000 to the next level, as it set the stage for an Inter National standard.
ISO 20000 is the latest industry standard used to benchmark an organization’s capability in delivering IT Service Management. It works by applying set service levels to business process and assessing subsequent performance levels of customer service. ISO 20000 will become a basic requirement for IT service providers and is fast becoming the most recognized symbol of quality regarding IT Service Management processes.
A clear departure from previous service management solutions:
ISO 20000 differs in that it is built around the ability to manage evolving service levels against the support of specific business processes and objectives.
A world wide standard, it is specifically aimed at IT Service Management and is built on the ITIL best practice methodology (IT Infrastructure Library).
The IT Infrastructure Library is a customizable framework of best practices that promote quality computing services in the IT sector.
A standard relevant to all organizations:
The ISO/IEC 20000 standard can apply to both large and small service providers, as the requirements for best practice service management processes are independent of the service provider's organization form and structure. It aims to enhance the quality of service delivered to their internal and external customers.
A Closer look at ISO2000: 2005
At the core of ISO 20000 is an integrated framework for delivering and managing IT services to the customer. The standard is based on the best practice foundation of the IT Infrastructure Library (ITIL). ISO 20000-1 introduces a service culture, providing ways of working that deliver services that meet defined business requirements and priorities in a manageable way. It also:
The ultimate goal of ISO 20000 is to:
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