"Ensuring Quality, Prompt and Committed Service Delivery all the time"
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees established by the respective organization to deal with particular fields of technical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information technology, ISO and IEC have established a joint technical committee, ISO/IEC JTC
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2. The main task of the joint technical committee is to prepare International Standards. Draft International Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as an International Standard requires approval by at least 75 % of the national bodies casting a vote. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent rights. ISO/IEC 20000-2 was prepared by BSI (as BS 15000-2) and was adopted, under a special “fast-track procedure”, by Joint Technical Committee ISO/IEC JTC 1, Information technology, in parallel with its approval by national bodies of ISO and IEC. ISO/IEC 20000 consists of the following parts, under the general title Information technology — Service management :
Part 1: Specification
Part 2: Code of practice
Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 (Added as part of ISO 22000:2011)
As a code of practice, this part of ISO/IEC 20000 takes the form of guidance and recommendations. It should not be quoted as if it was a specification and particular care should be taken to ensure that claims of compliance are not misleading.
This part of ISO/IEC 20000 should be used in conjunction with ISO/IEC 20000-1, the specification associated with this code of practice.
It is assumed that the execution of the provisions of this part of ISO/IEC 20000 is entrusted to appropriately qualified and competent people. An International Standard does not purport to include all necessary provisions of a contract. Users of International Standards are responsible for their correct application.
Compliance with an International Standard does not of itself confer immunity from legal obligations
This part of ISO/IEC 20000 describes the best practices for service management processes within the scope of ISO/IEC 20000-1.
Service delivery grows in importance, as customers require increasingly advanced facilities (at minimum cost) to meet their business needs. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective.
ISO/IEC 20000-1 is a specification for service management and should be read in conjunction with this part of ISO/IEC 20000.
The ISO/IEC 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external.
With the increasing dependencies in support services and the diverse range of technologies available, service providers can struggle to maintain high levels of customer service. Working reactively, they spend too little time planning, training, reviewing, investigating, and working with customers. The result is a failure to adopt structured, proactive working practices.
Those same service providers are being asked for improved quality, lower costs, greater flexibility, and faster response to customers. Effective service management delivers high levels of customer service and customer satisfaction.
The ISO/IEC 20000 series draws a distinction between the best practices of processes, which are independent of organizational form or size and organizational names and structures. The ISO/IEC 20000 series applies to both large and small service providers, and the requirements for best practice service management processes do not change according to the organizational form which provides the management framework within which processes are followed.
It is the latest standard
It is applicable to any organization who delivers the services.
Business Outsourcing Units
All Service Sectors
All Public Sector Units (PSU)
All Government Organization
Health Care Sector
Any small / medium / large business organization
DRIVERS FOR CERTIFICATION
Establishment of framework which ensures the quality, committed and prompt services
Reduction in incidents and improved incident management
Improving corporate image and credibility
Adoption of an integrated process to the delivery of services
Reduction in response times and interruptions to service
Improved management of cost leads to financial savings
Ensuring legislative awareness and compliance
Protecting the company, assets, shareholders and directors
Increased customer satisfaction from internal and/or external customers
Provides you with a competitive advantage
Consistency in the delivery of your service or product