Certification for Information Technology Services Management

Requirements necessary to provide services related to IT aligned with the needs and objectives of the business, with quality, security and added value for clients and stakeholders

The Standard UNE-ISO/IEC 20000-1:2018 helps organizations to implement an integrated process approach to effectively deliver managed ICT services to meet business and client requirements, and to continuously evaluate their processes.

The implementation of the Standard UNE-ISO/IEC 20000-1 ensures that IT services are aimed at the business; in other words, the basic and fundamental objective of the operation/production department is to provide a service with the utmost quality and security either to the organization itself or to its external clients, considering IT risks.

The Code of Good Practices is the second part of the Standard ISO/IEC 20000-2 and represents the best practices that are adopted and accepted by the industry in this area.

Main changes in the new 2018 version:

It has been adapted to the high-level ISO structure used for all management system standards.

• Emerging market trends have been taken into account in services management, such as:
• Cloud,Agile – Devops Servitisation (adaptation of services to new businesses).
   
• Managing multiple suppliers by an internal or external service integrator.
  
  
• The need to determine the value of services for clients and stakeholders.
  
• There are changes in the denomination of certain concepts; for instance "service provider" for "organisation"; Configurations Database (CMDB) as "configuration information".
  

• The previously combined sections on incident management, service requests, service continuity, service availability, service levels, service catalogue, capacity and demand have been separated.
  

• Certain requirements have been simplified and the required information documented, leaving only key documents on the Management System.
  

Benefits for your company:

• Aligning IT services to business needs.
• Providing adequate management of the quality of the IT service offered.
• Maximising the quality and efficiency of the IT service.
• Reducing the risks associated to IT services.
• Reducing costs and increasing customer and supplier satisfaction
• Suitable management of multiple external or internal suppliers; as well as value for stakeholders.
• Clear vision of the capacity of IT departments.
• Minimise the time of the incident and change cycle and improve metric-based results.
• Decision-making based on key performance and IT indicators.
• Provide an added value of trust, improving its image amongst other companies, becoming a factor of distinction from the competition.
• The standard is a commodity for the IT production/operations areas because it is a pragmatic and industrialisable methodology.
• It takes into account new trends, such as Cloud, Agile-Devops, servitisation, etc.