Where quality meets technology

Information is the most important strategic asset an organization has at its disposal. But all too often, information technology (IT) systems are overlooked or only superficially addressed as a technology issue. In reality, an IT system is a critical business resource which must have the right support processes and management in place in order to be successful.

IT service management is a top-down, business-driven approach to the management of IT. Specifically, it addresses the strategic business value generated by IT and the need to deliver high quality IT services - not only in the back end, but also for customers and their interaction with the IT system.

ISO/IEC 20000:2005 is the first international standard for IT service management and promotes the adoption of an integrated, interrelated process approach to delivering managed services. The standard is aligned with and fully compatible with the ITIL (Information Technology Infrastructure Library) framework.

ISO/IEC 20000:2005 consists of two parts under the general title Information Technology - Service Management:

• ISO/IEC 20000:1:2005 (Part 1) is comprised of a number of specifications, including Planning and Implementing Service Management, Requirements for a Management System, Planning and Implementing New or Changed Services, Service Delivery Process, Relationship Processes, Control Processes, Resolution Processes, and Release Process.
• ISO/IEC 20000:2:2005 (Part 2) is a "code of practice" that describes the best practices for service management within the scope of ISO/IEC 20000 Part 1. Part 2 helps those organizations looking to adopt ISO/IEC 20000:2005.

ISO/IEC 20000:2005 specifies integrated processes in these major sets, while following the PDCA (Plan-Do-Check-Act) methodology:

1. Service Delivery and Support: includes the services that the IT infrastructure provides in order to adequately support business functions and fulfill customer needs (both stated and implied). This includes service level management, continuity and availability management, capacity management, budget management, incident management, and problem management.

2. Planning to Implement Services: includes services that IT management plans to implement or upgrade at an agreed cost and quality. This includes change management, service delivery management, and release management.

3. Security Management: includes the security controls that are implemented and maintained to address the impact and likelihood of incidents at various stages. Services are planned to identify, control, and protect assets used in connection with the storage, transmission, and processing of information.

4. Business Perspective: this approach to the delivery of IT services focuses on the key principles and requirements of business organization and operation, in order to understand the relationship between the service provider and the customer or supplier. This includes business relationship management, supplier management, and service level management.

5. Resolution Management: includes restoring agreed services to the organization, and minimizing disruptions to business through proactive detection and analysis of cause and actions for improvements. This includes incident management, problem management, change management, configuration management, and service reporting.

6. Control Process Management: focuses on managing changes and configuring services to support the business and its customers. An integrated approach to changes and configuration includes identifying, controlling, assessing, approving, and tracking versions of service components and infrastructure. This includes configuration management, change management, incident management, and problem management.

7. Release Management: focuses on the roll-out of new or changed services, systems, software and hardware. It also focuses on the manner in which releases are recalled or remedied if unsuccessful. This includes development environment, controlled test environment, and live environment.

ISO/IEC 20000:2005 Registration
Intertek is formally approved by the itSMF (Information Technology Service Management Forum) to provide registration and certification services for ISO/IEC 20000:1:2005 (previously BS 15000). An organization seeking formal registration to this scheme must be assessed by an itSMF registered certification body (RCB) such as Intertek. We'll use our knowledge, expertise, experience, and industry insight to help you achieve your certification smoothly and cost-effectively.

Intertek Testing Services India Private Limited is accredited by itSMF