 |
|
File Browser lets you view, to
read more |
|
| |
 |
| |
|
| |
|
|
 |
| |
 |
ISO/IEC 20000 - Information Technology Service Management System
|
ISO/IEC 20000 is the first international standard for IT Service Management. It is based on and is intended to supersede the earlier British Standard, BS 15000. It promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements
ISO 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework, although it equally supports other IT Service Management frameworks and approaches including Microsoft Operations Framework and components of ISACA's CobIT framework The main purpose of IT Service Management is to provide effective IT services to customers.
ISO 20000 divides the service management cycle in following groups as in alignment with ITIL and is specified in five key service management processes:
Service Delivery Processes; Relationship Processes; Resolution Processes; Release Process and Control Processes |
| |
 |
Service Delivery Processes further incorporates following processes – Service Level Management, Service Continuity and Availability Management , Information Security management , Budgeting and Accounting for IT Services , Service Reporting and Capacity Management |
|
Relationship Processes – This process includes areas such as Business Relationship Management, Supplier Management and is basically the interfaces between service provider and both the customers and suppliers |
|
Resolution Processes – This process deals with areas such as Incident Management and Problem Management and focuses on areas for resolution of incidents in a effective and quick way. |
|
Control Processes – This process deals with areas such as configuration management and Change management and focuses on managing changes, assets and configurations |
|
Release Process – This process deals with Release Management, which in turn deals with an effective way of rolling out new or changed software/hardware. |
|
ISO/IEC 20000 standard allow organizations to continuously improve their IT service quality and provide important guidelines that establish the credibility of the organization, further it demonstrates to customers and stakeholders that it operates with business integrity and security and continuously improving the quality of IT Services, consequently gain competitive edge over competing organizations.
Elate IT helps organizations in implementing complete ISO 20000 (ITSM) and also helps organization toward achieving the required certification. Elate IT also conducts complete compliance audit regarding above area to identify the current state an organization is in. |
| |
|
|
|
