What is ISO 20000 Information Technology Service Management System?

The ISO 20000 standard focuses on managing IT issues through "standardization of IT services," i.e., classifying IT issues, identifying their internal linkages, planning, promoting, and monitoring them in accordance with service level agreements, and emphasizing communication with customers. This standard also focuses on the capability of the system, level of management, financial budget, software control, and distribution required in the event of system changes.

Benefits of Implementation:

- Acquire international ISO 20000 certification, which is generally accepted by IT industry.

- Agree with the business and suppliers on the quality of services and service commitments and establish a unified communication platform with the business and suppliers; achieve IT service management objectives satisfactory to all relevant stakeholders.

- Improve availability, reliability, and security of IT services and provide business users with high-quality services. - Continuously optimize service processes, improve services, and enhance business satisfaction.

- Improve availability of projects and ensure delivery on schedule. - Improve overall rate of return on IT investments of organizations/enterprises and enhance overall competitiveness of organizations/enterprises. - Establish a set of effective continuous improvement mechanisms and internal control mechanisms for the IT department.

- Clarify the interface between IT management costs and business strategies and IT strategic objectives of organizations/enterprises, improve existing IT service structure and resource allocation, and ensure all IT resources are consistent with business strategies and IT strategic objectives of organizations/enterprises.

- Monitor management processes and conduct performance evaluation by establishing optimized and transparent management processes and defining authority and responsibilities; reduce management costs and risks of IT operations.

- Improve professional quality of the relevant employees of IT department, improve the service ability and working efficiency of employees.

- Enhance overall operation of IT department and its ability to communicate with other departments. ISO 20000 is popular not only in Internet industry, but also in financial industry, service industry, etc., because ISO 20000 certification is not limited to IT services' compliance with regulations and improvement in service quality. It is also of greater significance to service quantification, employee performance appraisal, and measurement of the return on investments of the IT department. The ISO 20000 Information Technology Management System is mainly designed to help enterprises and organizations effectively identify and manage key processes of IT service management, to ensure that their ability to continuously improve IT services can be brought into full play while they satisfy customer and business needs. Finally, they may obtain the maximum benefit value with the lowest cost.

Applicable Scope

The ISO 20000 Information Technology Service Management System shall apply to the following organizations that wish to improve their operations, regardless of their sizes or sectors.