ISO or the International Organization for Standardization and IEC, the International Electro technical Commission have created the core of worldwide standardization. ISO 20000 is a service management standard that is recognized internationally. It is widely acknowledged as the only international service management standard out there.
The basis of this standard can be found in BS 15000 developed by BSI (British Standards Institution), it was later made obsolete in 2007. It was revised first in 2011 and then again in 2018.
The standard gives comprehensive requirements for establishing, activating, maintaining and improving a service management system. This service management system takes into account the complete lifecycle of the service right from planning, design, transition, delivery and improvement of the services that meet the pre-agreed requirements.
The ISO/IEC 20000 series distinguishes 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.
- Features and Benefits
- Applicability
- Consulting Methodology
There are several changes in ISO 20000:2018 as compared to 2011. For starters, some terms have been updated, added or eliminated to reflect recent rule changes. There has also been a significant reduction in the number of documents required for the organization’s SMS.
There are also parts of the old standard that have been completely done away with, for example, the ISO 20000-4 process reference model. This standard also allows organizations more freedom in terms of how they are meeting the standard’s requirements.
Implementing this standard can also lead to several benefits for the organization:
- It gives your business or brand increased credibility by showcasing that the organization has an SMS that is completely compliant globally.
- This standard helps increase customer confidence by assuring them that the services provided are managed effectively and are complying with all international standards.
- This standard when put in place will help your business make a foray into previously unexplored markets and thus increase your overall profitability.
- Organizations certified with ISO 20000:2018 are often better placed to manage outages.
- The company will be able to provide a more comprehensive service management experience to its customers by proactively ironing out the wrinkles before the customer has a chance to notice them.
- It helps avoid costly mistakes by solidifying the service processes and in the long run, helps in saving the company a bundle.
- It brings in a culture of constant improvement where the organization begins keeping up with the changes in emerging technologies and system capabilities.
- This standard helps bring a holistic change in the organization right from its culture to the processes it follows.
It applies to any organization who delivers the services.
- Business Outsourcing Units
- All Service Sectors
- All Public Sector Units (PSU)
- All Government Organization
- Education Sector
- Health Care Sector
- IT Sector
- Any small / medium / large business organization