ISO/IEC 20000-1:2011 Information Technology - Service Management Certification

ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It identifies necessities for the service supplier to plan, establish, implement, operate, observe, review, maintain and get better an SMS. The necessities include the design, transition, delivery and development of services to fulfill agreed service needs.

The purpose of ISO IEC 20000-1 is to show IT service suppliers how to establish a service management system (SMS). A SMS is a set of interrelated or interacting elements that service providers use to straight and control their service management activities. These elements include all of the policies, objectives, processes, procedures, documents, and resources that service suppliers require in order to direct and control how services are planned, designed, implemented, deployed, delivered, monitored, measured, reviewed, maintained, and enhanced.

ISO IEC 20000-1 can be used by any service provider to explain that it is able of meeting its customers’ unique service necessities. It can be used by any service provider to demonstrate that it is capable of designing, delivering, and humanizing its services. Service providers can also use it to monitor, measure, audit, and review their service management practices, processes, policies, and procedures.

Benefits of ISO/IEC 20000-1:2011

Explain the scope, aims and use of the ISO/IEC 20000 requirement and code of practice, through an understanding of the roles of the component parts of the standard.

Understand, recognize and give details the potential problems regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the execution of constant development processes.

Understand the relationship between ISO/IEC 20000 standard and ITSM and use most excellent practices in ITSM to apply suitable methods within an organization.

Know the require to plan and implement ITSM processes, report on the IT services and major metrics of the ITSM procedures, schedule and conduct regular reviews, assessments and audits and plan for repeated service development.

Produce a gap analysis supported by a development and implementation plan.


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