Objectives of ISO 20000 Certification for IT Service Management System

ISO 20000 is used for IT Service Management (ITSM) as a standard for the provision of IT services. Meanwhile, during growing number of IT service providers undergoing with ISO 20000 Certification, to provide evidence of their compliance with the standard and to a signal quality to retain customers. The reason for this can be seen in the increasing importance of the use of information technology (IT) to support business processes and transactions for many companies is that IT departments no longer have a monopoly days for delivery of IT services, but the relationships between functional and IT departments are regarded as customer/supplier relationship (also) depends on the market and competition mechanisms. As a result, both IT departments and IT vendors increasingly act in a cost- and performance-oriented manner.

ISO 20000 Certification standard follows to carry the demand for standardization as a principle of industrial production to the delivery of IT services. Besides, the quality of management approaches similar pursued by the ISO 9000 standard. Through a targeted and systematic use of a set of instruments, the needs, requirements and expectations of customers regarding the quality and cost of IT services to be paid. The main instruments are: -

Standardization: The union of all practices ensures that operations at the IT services are performed independently of those involved, time and place of the production people. In this way, planning, management and control of IT services are strongly supported. This also makes a systematic treatment of technological change as they often appear within IT Organization. Standardized procedures can be presented in a transparent manner can be easily communicated. They are understandable, predictable and reliable. Standardization is also a prerequisite for internal or external comparisons of the quality and costs of the various IT vendors and for the verification and evaluation of procedures by independent third parties e.g. in combination with a certification.

Customer focus: Instead of setting a focus (too) heavily on technical terms, IT services must be provided in a customizable way. Therefore, the customers of IT services must be identified and their need to be analyzed and information processing. This specification improves the transparency of the services provided, as well as performance management and monitoring and also supports a performance-oriented way of charging.

Process Orientation: A process-oriented alignment of IT service creation is intended to prevent failures and reduce friction. In addition, IT transformation processes prevailing paradigm of process orientation to follow in order to secure continuous processes, in spite of the vertical division of labor, which is anchored in the organizational structure.

Continuous improvement: Following the principles of the quality of management of the delivery of IT services is subject to ongoing monitoring and assessment to reduce persistent and durable distortions and frictions as well as to adopt measures for saving resources.