What is ISO20000?

ISO/IEC 20000, often referred to simply as ISO 20000, is the international IT service management (ITSM) standard that enables IT organizations (whether in-house, outsourced, or external) to ensure that their ITSM processes are aligned both with the needs of the business and with international best practice.

It describes an integrated set of management processes that form a service management system for effectively delivering services to the business and its customers.

Benefits of ISO 20000

ISO 20000 can help your organization benchmark its ITSM, improve its services, demonstrate an ability to meet customer requirements and create a framework for independent assessment.

Some of the most common benefits of ISO 20000 certification for service providers are that it:

• Offers competitive differentiation by demonstrating reliability and high-quality n service
• It gives access to key markets, as many organizations in the public sector mandate that their IT service providers demonstrate compliance with ISO 20000
• Provides assurance to clients that their service requirements will be fulfilled
• Enforces a measurable level of effectiveness and a culture of continual improvement by enabling service providers to monitor, measure and review their service management processes and services
• Helps leverage ITIL practices to optimize resources and processes.

Why is ISO 20000 a good idea for your organization?

 

 

The benefits of ISO 20000 cannot be overstated; companies large and small have used this standard to great effect, discovering and securing tremendous cost and efficiency savings. Here are just a few of these benefits:

Improve your image and credibility – ISO 20000 is the only internationally recognized standard for IT Service Management. Its international adoption has been rapid in recent years, as organizations see it as a key differentiator in the marketplace. And, as a popular and proven standard, you can be sure of the efficacy and scalability of the processes.

Become more productive – Gain a competitive advantage through increased efficiency and effectiveness due to more reliable IT services. With everybody clear about who does what and when you’ll reduce both the number of incidents and your ability to handle them.

Increased customer satisfaction – Whether it’s your internal or external customers, you’re able to deliver improved IT services that better meet their needs – while at the same time better protecting the company and its assets, shareholders, and directors.

Benchmark and improve – You can compare your organization’s processes and activities against the international standard for ITSM (you can then easily identify and implement any necessary improvements). And, because an independent certification body audits your company, you (and anyone interacting with your organization) can be sure you’re meeting the required level of service.

Fully integrated processes – ISO 20000 helps you align IT services with the wider business strategy. You can ensure your company is focused on the IT Service Management solutions best suited to serving your customers and the needs of the business.

Reduce the cost of IT – Better understand and manage the cost of IT. Plan future financial costs with greater accuracy and clarity. With simpler processes and clear responsibilities, you can operate a leaner, more efficient service.

Create a culture of continual improvement – The business environment does not sit still, particularly in our age of digital and technological innovation. Ensuring your organization is always improving its processes in reaction to customer feedback is not just a nice-to-have – it’s essential for a company’s longevity. And this also extends to improvements identified internally, changing technology, and developing business norms.

Become more agile and change quickly – ISO 20000 creates a solid framework of best practices that helps support innovation. Change in your organization can be handled more adeptly and with greater speed, meaning you reduce internal and external risk levels and are more likely to meet your organizational objectives.

Gain a competitive advantage – Through more effective and efficient delivery of IT services, you can give your organization tangible advantages over your competitors. For example, you can reduce IT issues and respond to them faster, freeing up more of your time for strategic IT development in your organization.

 

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