IT Service Management Systems (ISO/IEC 20000)

IT service management (ITSM) is a part of ISO stardard 20000 which refers to the entirety of activities that are directed by policies, organized and structured in processes and supporting procedures that can be performed by an organization or part of an organization to plan, design,deliver, operate and control IT services offered to customers.

The goal of every IT Service Management framework is to ensure that the right processes, people and technology are in place so that the organization can meet its business goals

IT service management is often equated with the Information Technology Infrastructure Library (ITIL),  even though there are a variety of standards and frameworks contributing to the overall ITSM discipline.

ISO 20000 has 2 main parts under ITSM which enhances the quality of service both internally and externally, they are: 

• PART 1: Specifications(ISO/IEC 20000-1)- 2011
• PART 2: Code of practice(ISO/IEC 20000-1)- 2012
• Other frameworks for ITSM include Business Process Framework, COBIT, FitSM, MOF and TOGAF (The Open Group Architecture Framework)

Benefits of ITSM:

• Improved efficiency and reduced operational costs
• Self-service efficiencies and workload reductions
• Improved visibility into operations and performance
• A better Return Of Investments on the corporate ITSM solution investment
• Gives clients the quailty of services is upto thier requirements.
• The fundamentals of Quality Management Systems
• The principles of Service Management
• Improved accountability, even across business-function boundaries
• Improved access and communication channels, plus more effective communication