Introduction to IT Service Management and ISO Standard

Introduction to IT Service Management

Standard (ISO/IEC 20000)

ISO: International Standard Organization

IEC: International Electrotechnical Commission

Formerly Known as BS15000 (Published in Year 2000), ISO20000 is the first Standard for IT Service Management.  ISO 20000 was developed in year 2005 which later got revised in Year 2011.

ISO 20000 promotes adoption of integrated process approach for efficient and effective delivery of Managed IT Services. Organization may get certified for their Manages services which actually demonstrates Organization’s ability to deliver managed IT services following standards and methodologies accepted globally.

General Title of ISO/IEC 20000 is Information Technology – Service Management. This general title is divided into two parts-

Part 1: Specification

Part 2: Code of Practice

Part 1 further consists of 10 sections

                Scope

                Terms & Definitions

                Requirements for a Management System

                Planning & Implementing Service Management,

                Planning & Implementing New or Changed Services

                Service Delivery Process

                Relationship Processes

                Resolution Processes

                Control Processes

                Release Processes

Off the Track:

While designing & implementing Managed IT services for a business or customer, you always need to consider the actual requirement as well as the contractual requirements if the Service Management is a part of contract. No Standard, best practice or methodology can assure the inclusion of specific contractual provisions or requirements. Same applies to the legal obligation. Always consider the local legal obligations while implementing managed IT Services as Standards cannot guaranty it.