ITSM and Delivery Processes

          In my last post, we talked about two parts of ISO 20K and ten sections of Part one. Now we’ll take a deep dive into the Part one and its sections.

Part one of ISO 20K is something that is must to have and all specifications of this part must be complied by the Organization to be ISO 20K certified.

Part two is based on best practices and we’ll discuss about it later.

Basics of IT Service Management and Service Delivery Processes

There are four Attributes on which IT Service Management (ITSM) depends. These are People, Processes, Products and Partners.

People: Takes importance of External Suppliers into account.

Product: Talks about Hardware, Software, Tools, Budget, IT Services etc.

People: This is concerned about the skills; the IT Staff.

Process: This ensures service delivery based on the process flow.

An appropriate Managed IT service is one which ensures that all these four attributes are taken into account.

Let’s take a deeper knowledge about Service Management Processes.

There are 5 major groups of processes. Each group consists of one or more processes. These processes and groups may be shown as below-

               

In my next post, we'll see a comparison and relation between ISO Standards and ITIL Framework.