The intention for IT Service Management (ITSM) processes is to deliver the best possible service to meet a customer’s business needs within agreed resource levels. That is, service delivery that is professional, cost-effective and with risks that are understood, accepted and managed. It is necessary to have some mechanism to measure service delivery and quality.
Working towards standards compliance is a strategy to enable measurement of quality that many organizations around the world have freely adopted. Since the 90s with ISO 9001 and other international standards, organizations have used standards as a way to demonstrate the quality and effectiveness of their process.
More recently the ITSM standard has been BS 15000 (and AS8018 in Australia). In December 2005, ISO 20000 has superseded BS15000 and represents an industry consensus on quality standards for ITSM. With the introduction of the international standard we have seen considerable activity in organizations seeking to achieve certification. Currently there are 84 Certified under ISO 20000 (and BS 15000). This number is certainly on the increase given the interest around the world for training in ISO 20000 consulting courses being offered by The Art Of Service, one of the few internationally accredited ISO 20000 training organizations.