Basic introduction

For  a long period of time from the emergence to the development, IT organizations have been doing a good job in technology, providing technical support as the supporting role for a long time. However, today's information system is not simply the technical support of enterprises. Informatization has changed from "technology-driven" to "business-driven". The role of IT department has gradually changed from a pure information technology provider to an information service provider. The transformation of functions also requires the transformation of information management to IT service management mode.

With the development of IT technology, more and more organizations build their own value chain based on IT technology, and need IT support to support the operation of the organization. IT structure has become a key factor affecting the survival of the organization, especially for banks, securities, insurance, telecommunications and other highly dependent information technology organizations. Moreover, with the investment of IT year by year, a large number of software and hardware systems have been built. With the upgrade of customer requirements, the fear of failure, and the uneasiness of increasing investment cost year by year, the current organization should take measures to standardize the management of IT service.

ISO/IEC 20000-1 "Information technology service management" includes two parts, which will help service providers understand how to improve the quality of service delivered to their customers.

Standard features

ISO / IEC 20000-1 defines the requirements for service providers to deliver management services.

ISO / IEC 20000-1 promotes organizations to adopt a process integration approach to effectively deliver management services to meet business and customer needs. For organizations that expect efficient execution of IT service management, a large number of related activities need to be identified and managed. The integrated implementation of service management process makes it possible to continually control and improve ITservices.

Effective service management can deliver a high level of customer service and customer satisfaction. Service and service management are essential for an organization to create value and be cost-effective. The ISO / IEC 20000 Standard enables service providers to understand how to improve the quality of service they deliver to internal or external customers. The ISO / IEC 20000 standard describes the difference between IT service management standards and best practices, and these processes are independent of the composition or scale of the organization, as well as the name and structure of the organization. ISO / IEC 20000 standard is applicable to large or small service providers. The service management process will deliver the services that can best meet the needs of customers with limited resource level, such as professional, cost-effective, risk controlled services.

Scope of application: ISO / IEC 20000 is a standard for management process system. ISO / IEC 20000 certification is suitable for IT service providers, either internal IT departments or external service providers. Obtaining ISO / IEC 20000 certification means that the IT organization providing services has sufficient management control over these management processes defined in ISO / IEC 20000.

Significance of implementation

The goal of establishing IT service management system is to establish an effective customer-oriented self improvement system. After the implementation of ISO 20000 management system certification, a self-improvement cycle has been established in each process and each post. The system of work planning, implementation, inspection, and continualproblem discovery and improvement has been established, so that each employee has problem awareness, consciously finds problems in their work, and solves problems one by onethrough systematic methods. Through the implementation of IT service management system, IT service providers can obtain the following benefits:

1. Keep service objectives consistent with business objectives and support business strategy effectively;

2. Establish a standard service process to improve the efficiency of information technology service and operation; 

3. Effectively and efficiently integrate and utilize IT resources such as information, infrastructure, applications and personnel; 

4. Establish continual improvement service management mechanism, quickly respond to market demand and provide customer satisfaction; 

5. To keep up with the international benchmark, enhance the market competitiveness, improve the reputation of the organization, and enhance the return on investment; 

6. Control IT risks and related cost, improve and control ITservice quality, reduce long-term service cost; 

7. Flexible response to different compliance audit requirements from customers, certification bodies and internal organizations, so as to increase investor confidence; 

8. For many IT service providers, the significance of ISO / IEC 20000 certification is not limited to IT service compliance and service quality improvement. It has more positive significance in service quantification, staff performance appraisal and IT department investment return.