It is a
daunting task to keep up with the changes taking place in technology-based
sector. The advent of service oriented architecture and Web services makes this
‘keeping up’ even more important because these technologies are changing the
way the internal systems are built, especially those that support the
organization and the interaction of the internal and external system.


service is a tactical implementation of SOA or service oriented architecture.
It bridges the difference between IT and businesses through a set of
business-aligned services. This is done with the use of a special set of
patterns, design principals and techniques. World Wide Web Consortium has
defined web services as a software system that is designed to support the
interoperable machine-to-machine interaction over a network. Web service is a
set of tools that can be used in a number of ways. REST, SOA and RPC are the
most common methods of use.


Service oriented architecture
involves the organization, discovery and description of services that enable a
company to select, bind and implement a service over the Internet. SOA is
different from the service-based architectures that focus on protocols and
formats. Service based architecture is a part of SOA. The advantages of
implementing SOA include increase in the application and development enabling
you to align your business with the IT sector, more effectively. This can be
implemented by using the CORBA, MQ series and Remote Procedure Call or RPC
technology. However, the web service is rapidly becoming a set standard used to
support service-oriented architecture.



new benchmark for worldwide IT services industry


industry adheres to a certain set of standards that define the quality of
products and services and are referred to as ‘quality standards’. They can be
country specific or region specific.


there was no standard for the management of quality in IT services. ISO 20000
came to existence in December 2005. It is the first international standard for
IT service management. It is based on the British standard called BS 15000.The
main purpose behind ISO 20000 is to create a quality framework and introduction
of the best quality practices for IT services.


ISO 20000 defines a unique service culture for the IT services industry.

ISO/IEC 20000 focuses on two areas:

1 – Promoting an integrated approach towards processes

2 – Code of Practice or Conduct


1 is also known as ISO 20000; it tries to promote an integrated approach
towards processes in the IT service business. This effectively results in
adding value to all services provided. It is important to adhere to a
systematic approach that comprises of ten unique sections:


Terms and Definitions


Service Management Planning

Requirements for a management system

Planning & implementation of new services

Relationship Process

Control Process

Service Delivery Process



ISO 20000 Part- 2 includes the best industry practices and code of conduct. It
implements the best service management practices in a simple and concise
manner. These standards are especially useful for managing large scale IT
service operations.


2000O standards can be effectively used to maintain consistency throughout the
supply chain. This results in the overall improvement of the service



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