ISO/IEC 20000 Certification

The International Standard for Excellence in IT Service Management

This is one of the methodologies that sprang from ITIL®, so in many ways it overlaps with ITIL®. Using the integrated process approach created by ITIL®, this methodology has the primary purpose to provide a common reference standard for all companies that deliver IT services for internal or external clients. One of its other objectives is to promote a common terminology that makes an important contribution towards communication between service provider, supplier, and customer.

ISO 20000 uses ITIL® to establish the “how” of doing business and then adds its own piece of providing the benchmarks for delivery and ensuring all parties can speak clearly about those benchmarks. To put it another way, ITIL® creates the journey and ISO 20000 adds the destination.ISO 20000 is comprised of two parts. The first part is called Specification for Service Management. This portion defines the requirements of an organization the system that will be used to deliver managed services to the client at a level of quality the client will find acceptable. It is irrelevant whether this client is internal or external. The second part is called Code of Practice for Service Management. This section represents the “how” of the delivery experience and describes the ideal experiences your organization will wish to achieve within the scope of the methodology. This Code of Practice is similar to COBIT® in that it is useful for organizations who are preparing for an audit or who are implementing an improvement in their services.ISO 20000 may be a good fit for an organization with both immediate and long-term goals for improving process and service delivery.

Using the involved methodology of ITIL® in order to structure the “how” of change, it also clearly focuses on concrete near-term benchmarks and other IT goals. When it comes to measuring outcome, above and beyond what COBIT® delivers, ISO 20000 does give the organization additional focus not just on the product, but also on the desired experiences of the people implementing the change and the clients who will benefit from it. In this way, ISO 20000 could be viewed as a practical middle ground between deep, long-term organizational change and more immediate delivery needs. In addition to being aligned with ITIL®, this methodology has the ability to be used in conjunction with COBIT® and Six Sigma as well, which will be discussed later in the paper.