SO/IEC 20000 is an international IT standard that permits companies to demonstrate brilliance and prove best practice in IT management. The standard makes sure companies can achieve evidence-based benchmarks to constantly progress their delivery of IT services. ISO/IEC 20000 was released in 2005 based on the IT infrastructure library (ITIL®) best practice framework, and updated in 2011.

In May 2011, a new version of ISO 20000 Part 1, the assessable part of this two-part standard was published. This latest version includes minor revisions to the 2005 version which adds some new necessities from the ITIL version 3 model from which it is derived. Since June 2013, all organizations are now assessed against the 2011 version.

There is no doubt Information Technology is taking an growing part in business and private life. Therefore the IT services and IT service providers are continually increasing. Along with these, the value and implication of the quality in the provision of relevant services is inevitably growing

ISO/IEC 20000 gives that framework that may safeguard the quality, continuity and development of the IT service provision. It is for this cause that its application becomes increasingly vital.

Benefits of ISO/IEC 20000-1:2011

• Identify the require to plan and apply ITSM processes, report on the IT services and most important metrics of the ITSM processes, schedule and conduct regular reviews, assessments and inspection and plan for continual service development.
• Understand, recognize and explain the potential issues regarding applicability, eligibility and scoping to assist in certification readiness assessment and certification audits as well as advising on the implementation of constant development procedures.
• Explain the scope, aims and use of the ISO/IEC 20000 specification and code of practice, through an understanding of the roles of the component parts of the standard.
• Understand the relationship between ISO/IEC 20000 standard and ITSM and use best practices in ITSM to apply suitable methods within an organization.
• Produce a gap analysis supported by an development and implementation plan.