Middle East and Africa
IT Service Management ISO/IEC 20000
Overview
The IT Service Management Standard is published in two parts:
ISO/IEC 20000-1:2005 IT Service Management - Specification
ISO/IEC 20000-2:2005 IT Service Management Code of practice
Today’s organizations are becoming increasingly dependent upon their IT infrastructure and the information that this provides and supplies. These organizations continue to require increasingly advanced facilities that meet the needs of the business. The ever more competitive and cost-focused nature of today’s business environment means that the quality and cost effectiveness of IT services (and their management) is recognized as fundamental to an organization's success.
IT Service providers can struggle to maintain high levels of service to their customers, particularly with the increasing diversity of technologies available. Often, too much time is spent working reactively with little time spent on planning, training, investigating and working with customers. At the same time these providers are also being asked for improved quality, lower costs and faster customer responses.
An integrated framework for delivering and managing IT services to the customer can provide control, greater effectiveness and opportunities for improvement within the organization. ISO/IEC 20000 represents such a framework.