Introduction to ISO 20000 Standard – (ITSM) Information Technology Service Management

Globally, only a limited number of companies have decided to incorporate ISO 20000 requirements to help define how their company meets service management objectives. This provides the unique opportunity for organizations to differentiate themselves through ISO 20000 certification.

Initially IT management based organizations started the process of implementing ISO 20000 by adopting the principles of the Information Technology Infrastructure Library (ITIL) and applying the concepts to their business.

Service management principles

Today, organizations are looking to ISO 20000 to provide evidence of their commitment to service management principles, by obtaining ISO 20000 certification. There are multiple reasons for the increasing popularity of ISO 20000 including:

  • Provides better definition on how service management companies operate than ISO 9001
  • Provides guidance on planning and delivering service offerings
  • Ensuring cost effective service delivery
  • Transition from investing in technology to managing systems and services

Since the introduction of ISO 20000 in 2005 companies across the globe are investing in implementing the ISO 20000 guidance to help improve service delivery and IT management for internal and external customers.

An added benefit is a competitive edge in competing on contracts. Large private and public sector organizations are relying on ISO 20000 as a differentiating factor that helps to identify strong service providers.