ISO/IEC 20000-1: Information Technology — Service Management

The main purpose of the organization's information technology (IT) service provider is to provide quality service that supports the core business of the internal and external customers. SI ISO/IEC 20000-1: Information technology — service management is the first international standard for IT services management from a business perspective. The standard is based on the knowledge and experience acquired by experts in the field and conforms to the approach of the ITIL. The standard's specifications are applicable for private and public IT service providers of every type and size, both in-house and external to an organization.

Establishing an SI ISO/IEC 20000-1 compatible quality management system will enable the organization to:

• Provide more efficient and effective IT systems from a business perspective
• Reduce risk exposure, based on optimal knowledge and experience
• Independently evaluate the quality of the services provided by the IT service providers
• Coordinate expectations and compliance with contractual requirements with both customers and subcontractors
• Identify and manage measurable processes and drive processes for constant improvement in service
• Guarantee to customers and stakeholders that the organization prioritizes its commitment to quality

Standards Institution of Israel auditors will help identify whether the organization's IT services system is compliant to the specifications and what are the points for improvement at different levels.

Road to certification

Certification follows the successful implementation an organization's in-house quality management system pursuant to the requirements of the standard. To start this process, it is recommended to purchase the standard at the Standards Institution of Israel Information Center, study the requirements, and participate in appropriate training. It is also possible to consult with the quality management experts and undergo an audit by Standards Institution of Israel to check for shortcomings.

The process ought to be seen as an opportunity for improvement via the organization team which will receive management commitment and involvement. At the end of the process, independent Standards Institution of Israel auditors will perform an audit that confirms that the organization's management system is compatible to the specifications of the standard.