ISO/IEC 20000® standard is the only international standard for IT Service Management; it is a formal set of specifications and requirements Service Providers should be aiming for.
ISO/IEC 20000® is aimed at providing the required evidence that IT service provider has an effective and reliable Service Quality Management system which has been or can be audited against the international standard in IT Service Management. The standard was initially based on the British Standard 15000 and best practice of the IT Infrastructure Library (ITIL®).
ISO/IEC 20000® international standard for IT Service Management promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. The ISO/IEC 20000® standard and associated documentation enables service providers to understand how to enhance the quality of services delivered to their customers, both internal and external.
ISO/IEC 20000® standard applies to both large and small service providers, irrelevant of the core competency the End-User-Organization.
The primary objectives are:
- To provide participants with a basic understanding of the ISO/IEC 20000® standard, contents of parts 1 and 2, ITSM processes relationships, benefits, and goals.
- To provide participants a firm foundation in quality specification of IT Service Management best practices, and facilitate the knowledge leading to ISO/IEC 20000® Foundation Certification exam.