| The ISO 20000 standard has been derived from the British Standard (BS) 15000. It is a common reference standard for all companies (regardless of sector, size and type of organisation) that provide IT services for internal and/or external customers. On the basis of a common terminology for service providers (the IT Service Management Organisation), customers and suppliers, the integrated process approach is consistently regarded as a factor for success. |
This standard is closely coordinated with the IT Infrastructure Library (ITIL) as a Best Practice recommendation for Service Support and Service Delivery. In addition to this established de facto standard, the ISO/IEC 20000 standard also gives clear specifications and information as to how an organisation must align itself in regard to any internationally accepted certification. The ITSM Organisation makes the following benefits available with the correct and practical application of ISO/IEC 20000:
ISO 20000 describes an integrated set of Service Management processes that is aligned towards the process approach defined in ITIL and that supplements these. The provision of services should be organised by means of these closely interlinked Service Management processes.
In order to prove the capabilities of an organisation and show that it provides services according to customer requirements, this is carried out through the standardisation of these processes. In addition, this proof can only be demonstrated through a certification by an external accredited certification body. |
The precondition for an ISO 20000 certification for a company is the provision of objective proof that the internal organisation has management control over all ISO 20000 processes. This management control is determined by the following criteria:
- Knowledge and control of the input
- Knowledge, use and evaluation of the output
- Determination and carrying out of service and process measurements
- Objective proof of the internal process responsibility and functionality
- Determination, measurement and review of the process improvements
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- Bestellung Standard ISO/IEC 20000-1:2005
- Bestellung Code of Practice ISO/IEC 20000-2:2005 (Link: http://www.iso.org/iso/en/CatalogueDetailPage.CatalogueDetail?CSNUMBER=41333) (Englisch gleich. Order Code of Practice …)
- Pocket-Guide ISO/IEC 20000 (Link deutsch: http://www.bestpracticebookshop.com/itil/product_info.php?cPath=25_41&products_id=252) (Link Englisch: http://www.bestpracticebookshop.com/itil/product_info.php?cPath=25_41&products_id=243)
- Planning and Achieving ISO/IEC 20000 (Link deutsch und englisch: http://www.bestpracticebookshop.com/itil/product_info.php?cPath=25_41&products_id=269)
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