ISO 20000 – BT Service Management System
- 22 December 2023
- Posted by: admin
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ISO 20000 specifies the requirements for planning, establishing, managing, monitoring, reviewing, maintaining and improving a service management system focused on information technologies. In addition, ISO 20000 provides proof of cost-reducing and reliable information technology service management for all customers.
ISO 20000 makes a real contribution to the reputation of any company. It helps reduce Information Technology-based business risks by providing secure support. This certification not only demonstrates the quality and reliability of your Information Technologies service to all parties, but also increases the motivation of your employees. This also demonstrates your organization’s commitment to providing a reliable Information Technology service.
ISO 20000
What is Service Management?
ISO/IEC 20000 Information Technologies Service Management standard defines service management as “managing services to meet business requirements”.
It requires the implementation of processes such as planning, training, review, research, and working with the customer in an accurate and systematic structure towards the realization of the service, in line with the objectives of the organization.
Information Technologies service management includes the following scopes;
– Keeping information technology services operational,
– Optimizing information technology costs,
– Managing information technology risks and complexity,
– Ensuring compliance with legal and regulatory requirements,
– Managing larger changes,
– Using information technology services according to business needs.
ISO/IEC 20000 Information Technologies Service Management standard is a management system that aims to manage and develop the IT services provided by the organization to its internal and external customers with a management system model.
As with other ISO standards, it includes total quality management principles such as continuous improvement, leadership, employee participation and supplier management.
General approaches that provide advantages for resource planning and ensuring service expectations;
– Comparison services
– Monitoring and continuous improvement
– Delivery of services to meet business requirements
– Professional approach
– Perfect delivery of services
– Established standard
ISO/IEC 20000 family of standards;
| Standart | Definition |
| ISO/IEC 20000-1 | Service Management System Requirements |
| ISO/IEC 20000-2 | Service management system implementation guide |
| ISO/IEC 20000-3 | Guidance on scope definition and applicability of the ISO/IEC 20000-1 standard |
| ISO/IEC 20000-4 | Process Reference Model |
| ISO/IEC 20000-5 | Sample implementation plan for ISO/IEC 20000-1 standard |
Service Management system is a framework model that can be applied to all organizations regardless of sector and size. The objectives of organizations in applying a management system model in accordance with ISO/IEC 20000 requirements can be summarized as follows;
. Those who want to improve their services through an effective monitoring, review and improvement process,
. Wanting to provide perfect and seamless service,
. Those who want to manage their suppliers with a consistent approach,
. Service providers who want to demonstrate their service quality need the ISO/IEC 20000 standard.
The model of the standard is shown in the figure;
Service Management System Processes
Processes to be established;
– Planning new or changing services,
– Service Level Management,
– Capacity Management,
– Information Security Management,
– Service continuity and availability management,
– Budgeting and accounting of the service,
– Configuration management,
– Change management,
– Release and deployment management,
– Incident and service request management,
– Problem management,
– Business relationship management,
– Supplier management
ITIL (Information Technology, Infra Structure Library) knowledge base was used as its basis. In other words, it is the application of ITIL’s management system model. Differences may occur depending on application differences, regulatory conditions and sectoral customer conditions.