Part 1: Specification - Introduction to IT Service Management Standards

ISO/IEC 20000-1:2005 defines the requirements for service providers to deliver managed services. It can be applied to the following situations:

1. Used by organizations that provide services to the outside world;

2. Used by organizations that require all their outsourced service providers to work consistently within the same supply chain;

3. Used by service providers whose IT service management is measured;

4. as a basis for evaluation prior to formal certification;

5. Used by organisations that need to demonstrate their ability to provide services required by their clients;

6. Aims to improve service organization usage through effective implementation of processes to manage and improve service quality.

ISO 20000-1:2005 promotes organizations to adopt a process-integrated approach to effectively deliver managed services to meet business and customer needs. For organizations looking to perform IT service management efficiently, there are a number of related activities that need to be identified and managed. The integrated implementation of service management processes makes it possible to continuously control and improve IT services.

Organizations need constantly updated infrastructure to meet their business needs at a lower cost. With the increasing popularity of service outsourcing and the increasing variety of technology options, service providers must continually strive to maintain a high level of customer service. Because of their reactive responses, they don't have more time for planning, training, inspections, research, and working with clients. As a result, structured, proactive service initiatives are difficult to implement. And customers demand that service providers continuously improve their service quality, reduce costs, increase flexibility, and respond more quickly to customer needs.

Conversely, effective service management delivers high levels of customer service and customer satisfaction. Services and service management are critical for organizations to create value and be cost-effective. The ISO/IEC 20000 standard enables service providers to understand how to improve the quality of services they deliver to internal or external customers.

The ISO/IEC 20000 standard depicts the distinction between IT service management standards and best practices, and these processes are independent of the make-up or size of an organization and its name and structure. The ISO/IEC 20000 standard applies to service providers, large or small. The service management process will deliver the service that best meets the customer's needs with a limited level of resources. Such as: professional, cost-effective, risk-controlled services.

Part 2: Code of practice - practical guidance

ISO/IEC 20000-2:2005 provides industry-agreed guidelines for auditors and guidance for service providers planning service improvements or passing ISO/IEC 20000-1:2005 audits. ISO/IEC 20000-2:2005 is based on BS 15000-2 which has been superseded.

The Code of Practice describes best practice for service management processes in BS 15000-1. In order to meet business needs at minimum cost, service delivery is becoming more and more important as customers continue to demand the use of advanced facilities. People have realized the importance of services and service management to help organizations save money.

ISO/IEC 20000-1 is a service management specification and should be read in conjunction with ISO/IEC 20000-2.

The ISO/IEC 20000 series enables organizations to understand how to improve the quality of their services both internally and externally.

Due to the increasing reliance of organizations on service support, and the current state of technological diversity, it is possible for service providers to strive to maintain a high standard of customer service. Service providers tend to work passively, spending little time planning, training, inspecting, investigating, and working with customers, and the results are bound to fail. Its failure stems from not adopting a systematic, proactive way of working.

Service providers are also often called upon to improve service quality, reduce costs, employ greater flexibility and respond faster. Effective service management provides high levels of customer service and high customer satisfaction

The ISO/IEC 20000 series summarizes process best practices that can be applied to organizations of different sizes, types and structures.

The ISO/IEC 20000 series is suitable for large or small organizations, and the best practice requirements for service management processes will not change due to different organizational forms.

ISO/IEC 20000-2 describes quality standards for IT service management processes. These service management processes provide best practice guidance for organizations to conduct business in an environment that includes providing professional services, reducing costs, investigating and controlling risk.

Using a variety of terms between processes and between work teams within the same process can often overwhelm a manager new to service management. A poor understanding of terminology can hinder the establishment of effective organizational processes. It is therefore important to understand ISO/IEC 20000 terminology.

ISO/IEC 20000-2 recommends that service managers adopt consistent terminology and a unified approach to service management, which can provide a basis for improved service delivery and help service providers establish a service management framework.

ISO/IEC 20000-2 provides guidance for auditors and can assist organizations in planning service improvements for organizations to become ISO/IEC 20000-1 certified.