The present is marked by bringing increasing demands on the practical application of IT solutions to companies. This trend is so strong that even small companies operating in various industries are trying to keep up with the times. Thanks to unique IT solutions and applications, they can be closer to clients and at the same time it is possible to simplify the order execution process. It is an expanding market in which growing competition is gradually emerging. The ISO / IEC 20000-1 standard is a suitable tool for standardizing and improving the provided services and at the same time credibly prove to the customer the level of provided services.
This standard specifies the requirements for the service provider, which are focused on the planning, implementation, operation, monitoring, control, maintenance and improvement of the service management system.
The requirements of the standard are designed to be applicable to service providers of all sizes and specializations. It primarily serves to set up services and the processes of their establishment in accordance with an internationally verified standard. These processes are based on the ITIL library. This standard may be applied by an IT department or an external IT service provider.
The standard focuses on service delivery processes and not on delivered products such as hardware or software, which are the focus of the ISO 9001 standard. The service management system is designed specifically for services related to the installation, use, operation and service of information systems.
The ISO / IEC 20000-1 standard consists of 10 basic points and its structure is adapted for integration with the ISO 9001:2015 and ISO / IEC 27001:2013 management systems. The structure of the standard is as follows:
The ISO/IEC 20000-1 standard follows in its content and is related to several standards. One starting point is the ITIL requirements, which provide a suitable basis for the development of ISO/IEC 20000-1 compliant processes, but there is still no formal relationship between the standards. We recommend implementing the requirements of the ISO/IEC 20000-1 standard together with the related ISO 9001:2015 and ISO/IEC 27001:2013 standards. The points of the mentioned standards are unified and thus prepared for better integration. In addition, the standard includes references to related standards that specify the requirements. These are the standards:
We recommend implementing and certifying the ISO/IEC 20000-1 standard in companies that are interested in standardizing and improving the services provided. At the same time, it is suitable for all companies that provide IT services and are interested in providing customers with services in accordance with international standards.
Sources:
https://www.iso.org/standard/70636.html
EN ISO/IEC 20000-1
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