ISO / IEC 20000 IT Service Management Standard

Let TUV SVERIGE help you demonstrate your IT service quality
ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.
ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC).

ISO/IEC 20000 IT Service Management

ISO/IEC 20000 consists of two parts:
ISO/IEC 20000-1:2011 is the formal Specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. The scope includes:
• Requirements for a management system;
• Planning and implementing service management;
• Planning and implementing new or changed services;
• Service delivery process;
• Relationship processes;
• Resolution processes;
• Control processes; and
• Release processes.

ISO/IEC 20000-2:2011 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The code of Practice will be of particular use to organizations preparing to be audited against ISO/IEC 20000 or planning service improvements.
The ISO 20000-1 standard helps organizations to
• ensure the effective running and delivery of IT services
• continually improve processes
• drive customer focus
Certification to ISO 20000-1 IT service management ensures that your day to day service delivery is carried out in a way that drives customer satisfaction through improved service and leads to on-going continuous improvement.
ISO/IEC 20000-2 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The code of Practice will be of particular use to organizations preparing to be audited against ISO/IEC 20000 or planning service improvements.

Benefits of ISO 20000-1
By achieving TUV SVERIGE certification to ISO 20000-1 IT Services Certification your organization will be able to reap numerous benefits such as:
• Reduction in incidents and improved incident management
• Improving corporate image and credibility
• Adoption of an integrated process to the delivery of IT services
• Reduction in response times and interruptions to IT service
• Improved management of cost leads to financial savings
• A culture of continuous improvement
• Greater understanding of roles and business objectives
• Ensuring legislative awareness and compliance
• Protecting the company, assets, shareholders and directors
• Increased customer satisfaction from internal and/or external customers
• Provides you with a competitive advantage
• Enhanced customer satisfaction that improves client retention
• Consistency in the delivery of your service or product

Transition to ISO/IEC 20000:2011

TUV SVERIGE have completed the transition from ISO/IEC 20000:2005 to ISO/IEC:2011 and are in the process of updating clients to the 2011 version of the standard. New clients will be assessed to ISO/IEC 20000:2011.