ISO 20000 certification shows the world that your IT department adheres to strict requirements for service design, delivery, and continuous development. The Ascent investigates ISO 20000 and its benefits.
We live in a digital world, and your company's information technology (IT) department must deliver the finest services available to please customers, strengthen partner and supplier connections, and contribute to the bottom line.
The International Organization for Standardization (ISO) 20000 offers strategies for improving your IT service management (ITSM) operations. We'll go over its advantages below to demonstrate how implementing it using IT management software can benefit your organization.
What is ISO 20000?
ISO 20000 standard identifies the requirements for an IT service provider to organize, to create, to control, handle, enhance Service Management System. The ITSMS standard gives a uniform structure, terms, and definitions for SMS Certification. ITSMS uses the PDCA (Plan, Do, Check, Act) cycle for SMS. ISO 20000 certification gives external validation that a company's SMS procedures fulfil standardization and quality assurance criteria.
What is the Difference Between ISO 20000 and ITIL?
As you begin the ISO 20000 certification process, you must grasp how it relates to Information Technology Infrastructure Library (ITIL) principles. The ITIL framework is also concerned with ITSM activities, and the ITIL foundation improves its integration with broader corporate processes and objectives.
The key distinctions include:
- ISO 20000 is a technical standard, but ITIL methodology is a best practice framework.
- ISO 20000 certifies corporations and persons, whereas ITIL certifies individuals.
- ISO 20000 specifies formal requirements for ITSMs and SMSes, whereas ITIL provides guidelines that enterprises can follow to varying degrees.
ITIL and ISO 20000 do not have a formal relationship, but their techniques are complementary: ITIL provides suggested goals, whereas ISO 20000 defines formal processes to achieve them.
ITIL is similar to a job description in that it defines the recommended education level, experience, and skill set for a given role. ISO 20000 defines the hiring process, including how to perform skills testing, interview questions, and a scoring matrix to determine the best candidate.
How ISO 20000 Compares with Other ITIL Processes?
ISO 20000 comprises 13 processes divided into four groups, while ITIL has four versions, each of which builds on previous iterations and contains hundreds of interrelated and overlapping processes. These two techniques are independent of one another; however, they are complementary, therefore some ITIL procedures are ISO 20000 compliant.
The ISO 20000 process groups and related ITIL procedures are:
- Service Delivery: Service level management, IT service continuity management, availability management, capacity management, financial management of IT services, and information security management.
- Relationship: Business relationship management and supplier management
- Resolution: Incident management, request fulfilment, and problem resolution
- Controls: Controls include asset and configuration management, change management, and release and deployment management.
The primary distinction between ISO 20000 and ITIL practices is that the latter is a collection of best practices, whereas the former describes the methods for implementing such practices.
How Your Businesses Can Advantage from ISO 20000?
ISO 20000 accreditation is a difficult process that should not be taken lightly. This certification boosts your bottom line by confirming your company's externally approved quality control, efficiency, and continuous improvement methods.
- Decreased the Cost: ITSMS gives an in-depth knowledge of IT costs, how to maintain cost, and achieve greater efficiencies. It also helps reduce the number of accidents in IT.
- Enhance their Competitions: Access new markets as more public sector agencies, such as the United States Air Force and the United Kingdom National Health Service, seek ISO 20000 certification before awarding government contracts. An ISO certificate also helps your company's reputation among partners, suppliers, and customers because it demonstrates your commitment to quality procedures and services.
- Improved Customer Service: Your IT department and its clients will be on the same page because ISO 20000 requires each service to have a service agreement, which includes the defined service, performance measurements, and remedies and/or fines if service standards are not met. Reduced IT downtime, more efficient operations, and improved IT help desk abilities will all improve your customer satisfaction rankings.
