ISO 9000 is applied and used by all organizations in different sectors and industries, and whilst it has certain attributes and benefits that are valuable to your existing commercial relationship, you should consider whether you wish to have a specific certification for the IT Service Management (ITSM) component of your business.
ISO 9000 addresses all working practices in a business, without concentrating specifically on IT Service Management processes (although they may be included at a detailed level). ISO/IEC 20000 is a focused specification for IT Service Management, its terminology is that of IT Service Management and all types of assessment will need to be carried out by competent auditors in order to provide you with an assessment report and a certificate if successful, which will be totally aligned with your IT service management business. ISO/IEC 20000 addresses only the IT Service Management processes, and the supporting Management System.
Adoption of ISO/IEC 20000 is therefore relevant to those organizations which specifically wish to target their IT Service Management processes, and is not directly related to the adoption or continuance of ISO 9000.
There is however some areas of overlap between the standards.
Should the principal purpose of your business be ITSM, then ISO/IEC 20000 is virtually essential. I believe there are many quality standards available.
How do they compare and overlap? There are many quality standards, frameworks and methods available and being unsure which one to examine or implement is understandable.
You may have heard of MOF, CoBIT, CMM, TickIT, ISO 9000, ISO27001, EFQM, Six Sigma, Balanced Scorecard and Sarbannes-Oxley.
Most are not standards in the strict sense, but simply tools to help organizations operate more efficiently and effectively.
It is important to understand the scope and purpose of each one, and then to match this to what you are trying to achieve in your organization. ISO/IEC 20000 is unique in that it mirrors “http://www.bs15000certification.com/admin/lookupnewform.asp?Type=4” \l “Whatis_ITIL”ITIL Service Management principles. ISO/IEC 20000 will be readily understood by anyone with ITIL qualifications. MOF, for instance, a branded product, openly states that it utilizes ITIL principles, but also concentrates on the use of Microsoft® products in its implementation. TickIT works in conjunction with ISO 9000 and focuses on application development and project management. CoBIT focuses on corporate governance and can be used with ITIL. Six Sigma is a process improvement tool but is not specific to ITSM and can be used with ITIL. CMM is a maturity measure for primarily application development and project management processes. Most quality systems, by their very nature, will overlap with each other.
The most common overlap will be in the areas of quality management, training, documentation audit and conformance. A significant point in the adoption of or conversion to another standard is to avoid discarding any process, procedure or documentation without serious examination. — What is ITIL? “http://www.bs15000.org.uk/what.htm”ITIL provides ‘proven’ best practices in IT Service Management (ITSM), derived from public and private sector experts world-wide. Currently, the core publications in ITIL are Service Support; Service Delivery; ICT Infrastructure Management; Application Management; Security Management; Planning to Implement Service Management; and The Business Perspective (of ITSM).
The processes defined in these publications also formed the core processes in BS 15000 (and hence ISO/IEC 20000) Isn’t ITIL Best Practice? Yes it is.
ISO/IEC 20000 incorporates all the ITIL Service Support and Service Delivery processes but goes further by separating out Service Reporting and introducing three new processes covering Business Relationship Management, Supplier Management and Information Security Management.
Additionally there are three management system processes. ITIL is best practice guidance but it is not possible to be accredited as a company against ITIL.
The standard is a specification which provides the company level accreditation to demonstrate the consistent use of best practice. ISO/IEC 20000 does not mandate the use of ITIL.
However, demonstrating best practice in IT Service Management is of course far easier if it is underpinned by the use of ITIL. Will ISO/IEC 20000 be readily understood by anyone with ITIL qualifications? ISO/IEC 20000 and ITIL share common terminology so the short answer is yes.
Remember that conformance is also based on demonstrating appropriate training and skills to deliver the services being accredited so ITIL training should form a significant part of your Best Practice program. What is the benefit of the logo? Certificates of Compliance bearing the ISO/IEC 20000 logo confirm that the Certification Body which issued the Certificate is one which has been registered as complying with the stringent requirements of the itSMF ISO/IEC 20000 Certification Scheme.
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