ISO 20000 refers to the role of ISO 20000 standards in an IT Services company,
and it looks into a wide spectrum of IT Services. This includes the supply of
hardware infrastructure services, relations management and control. There are
sub-issues like budgeting and accounting, sharing resources, disaster recovery
plans and so on. All these can be effectively tackled while moving towards ISO
20000. The supplier and trade management is
also a critical area in building a strong IT Services company. Similarly,
enough attention should be provided to systems and configuration management.
Moreover, there are norms regarding information sharing and systems controls.
These must be followed strictly to ensure the smooth functioning of an organization.
20000 looks at Service Development Life Cycle. It tries to detect and remove
operational bottlenecks. The scope of any project is identified and resources
are planned accordingly. The production and development schedule is fixed and
followed rigorously. Then there is release management, which focuses on the
release of various product versions. If optimally implemented, ISO 20000 can
cut operating costs and increase profits. ISO 20000 increases the competitive
advantage of an IT services company.
Data processing, optimization, confidentiality and other issues can be
effectively addressed through it. Above all, the ISO 20000 certification
instills confidence and boosts the image of an IT company in the market.
companies planning to implement service management IT infrastructure can opt
for the services of professional IT consultancy firms. This is necessary
because most of the employees in IT companies have a technical background and
may not have the requisite expertise in implementing IT service management
concepts and methodologies. Implementing IT service management concepts would
require a high level of expertise, which can only be provided by professional
consultancy firms. No doubt, an IT company can carry out the implementations on
its own, but chances are high that the implementations would not be effective
or will take relatively more time to complete.
people say that professional firms should not be hired because they charge high
fees for their services. This may be true but when we consider the benefits of
the implementations, the costs do not seem to matter much. IT companies
planning to implement service management IT infrastructure need to opt for a
consultancy firm that offers ITIL® (IT Infrastructure Library) implementations
such as customer service management, event management, problem management,
change management, design management, release management, service level
management, financial management, service continuity, capacity management, and
accessibility management. The consultancy firm should have the expertise in
other areas such as change management, service process re-engineering, cultural
change programs, project/program management, interim management, tool
selection, implementation and integration. All this will help the company to
increase its efficiency and maintain its competitiveness.