iso 20000_overview_new_2013

Copyright © 2013 BSI. All rights reserved.

IT Service ManagementISO/IEC 20000-1

Copyright © 2013 BSI. All rights reserved.2

What is ISO/IEC 20000 about?

Ensuring IT Services are planned, implemented and available to the customer.


Description

• To improve the planning, management, delivery and continual improvement of IT services.

• To align IT with the needs of your business and customer requirements.


ISO/IEC 20000

2000

BS 15000:2000

BS 15000:2002

2002

ISO/IEC 20000-2:2012

2012

2011

ISO/IEC 20000-1:2011

ISO/IEC 20000-1:2005

2005

2005

ISO/IEC 20000-2:2005

2003

BS 15000-2:2003


ISO/IEC 20000

Your service to

the customer

ISO 20000


Why ISO/IEC 20000 ?

ISO 20000 is the first internationally recognized standard for IT service management and outlines how to implement IT services that are driven by and support business objectives –rather than just technology needs. BSI helped shape the original standard so we are best placed to help clients on their journey. BSI clients have reported the following benefits:

• 75% boosted their operational performance

• 64% improved sales

• 71% improved compliance

• 57% reduced costs

30/01/2015


Organizational Drivers

• Move from investing in tools to managing the quality of the IT service

• The need to properly manage and deliver cost effective IT services

• Provides a framework for implementing IT service quality initiatives and service improvements

• The need to raise the profile of the IT department within the business

• An increase in IT services outsourcing and Business Process Outsourcing trends through supply-chain pressure.


Organizational Drivers (con’t)

• A competitive advantage – differentiator, and marketing tool

• To meet contractual requirements and SLAs

• Simple to add on to existing ISO 9001 and ISO/IEC 27001 frameworks

• Aligns with ITIL (IT Infrastructure Library)


Business Advantages

• Turn technology focused IT departments into ones with a service focus.

• Ensure IT services are aligned with and satisfy business requirements.

• Significantly improve system reliability and availability, leading to improved customer satisfaction.

• Provide a basis to agree levels of service and the ability to measure IT service quality.


Business Advantages (con’t)

• Demonstrates you have adequate controls and procedures in place to consistently deliver a cost effective, and good quality IT service.

• Allows your IT department to become more responsive with services that are business led rather than technology driven.

• Gives you the ability to select and manage external service providers more effectively.

• IT service providers use certification as a differentiator and win new business.

• Aligned with ITIL (IT Infrastructure Library) version 3.


Features, Advantages and Benefits

Feature Advantage Benefit

A product dedicated to co-ordinated integration and implementation of IT Service Management

Compliance can empower the IT department to establish itself as a professionally run unit that delivers manageable services. Help to move away from the perception that the department represents more than just a significant cost centre

Compliance shows integrity and the IT department will be perceived as a more integrated and productive group in the organization.

Assessment based around five key processes of IT service management

An assessment based on these components will ensure that all aspects in service provision are covered. This management process enables the adoption of a true service culture.

Covering all aspects of the 5 key processes promotes efficiency of delivery across the entire company.

The only IT service management standard to which certification can be achieved

Certification will assist in demonstrating assurance to both internal and external customers that service levels and offerings can be competently and effectively delivered. The awareness of the standard itself within the sector will also provide additional recognition.

ISO/IEC 20000-1 Certification will improve internal productivity and enhance the company image in the eyes of their customers.


Benefits of ISO 20000-1 and independent third party certification• ISO/IEC 20000-1 certification demonstrates that an organization has adequate controls and procedures in place to consistently deliver a cost effective, quality IT service.

• Some of the key benefits are listed below:

• IT service providers become more responsive to services which are business led rather than technology driven

• Gain market advantage, meet tender pre-qualification requirements, increased business and customer confidence

• Select and manage external service providers more effectively

• Improve the efficiency, reliability and consistency of IT services

• Establish continuous improvement and improve effectiveness with regular audits

• Reduce the amount of supplier audits, thereby reducing costs

• ISO/IEC 20000-1 is fully compatible with the ITIL


Why BSI?

Pioneers of certification• Authors of the original standard (BS 15000) that was the flagship for ISO/IEC 20000

series

• Market leaders

Auditors/assessors• Most full time assessors of any Certification Body to provide a relationship with your

organization and consistency in certification audits

• Assessors held to strict qualification criteria.

Combined or Integrated audits• Auditors are cross trained in many different standards. BSI can deliver

combined/integrated audits of an organization’s management systems minimizing disruption to your organization

Global delivery capability


Sample Customers

• Dell

• EDS

• Accenture

• Fidelity Investments

• SAIC


Contact Us

Address: BSI Group America Inc.

12110 Sunset Hills Road, Suite 200

Reston, VA 20190

Main Office Telephone: 888-429-6178

Fax: 703 437 9001

Email: [email protected]

Links: http://www.bsiamerica.com

http://www.bsi-global.com/

Documents

iso 20000_overview_new_2013