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ISO/IEC 20000 defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers.
It may be used:
- By businesses that are going out to tender for their services;
- By businesses that require a consistent approach by all service providers in a supply chain;
- By service providers to benchmark their IT service management;
- As the basis for an independent assessment;
- By an organization which needs to demonstrate the ability to provide services that meet customer requirements; and
- By an organization which aims to improve service through the effective application of processes to monitor and improve service quality.
ISO 20000 is applicable to any organization, large or small, in any sector or part of the world which relies on IT services. The standard is particularly suitable for internal IT service providers, such as IT departments, and external IT service providers, such as IT outsourcing organizations.
The senior responsible owner should ensure that evidence is available for an audit of service management policies, plans and procedures, and any activities related to these.
Much of the evidence of service management planning and operations should exist in the form of documents, which may be any type, form or medium suitable for their purpose.
The following documents are normally considered suitable as evidence of service management planning.
- Policies and plans
- Service documentation
- Procedures
- Processes
- Process control records.
There should be a process for the creation and management of documents to help ensure that the characteristics described are met.
ISO/IEC 20000 certification demonstrates that an organization has adequate controls and procedures in place to consistently deliver a cost effective, quality IT service.
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