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ISO 20000

 ISO 20000:2005 – “Information technology – Service management – Specification”

ISO 20000 is a group of standards that define requirements and gives the best practices for developing, implementing, control and improvement of the IT service management systems in the organization.

ISO 20000 group now consists of 5 published standards:

ISO 20000-1:2011 – Information technology – Service management – Part 1: Service management system requirements.

ISO 20000-2:2005 – Information technology – Service management – Part 2: Code of practice.

ISO 20000-3:2009 – Information technology – Service management – Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1.

ISO 20000-4:2010 – Information technology – Service management – Part 4: Process reference model.

ISO 20000-5:2010 – Information technology – Service management – Part 5: Exemplar implementation plan for ISO/IEC 20000-1.

This standard contains not only recommendations for forming of the IT service control processes, but also gives the criteria by which you can reasonably evaluate IT service management system of the company.

To run a business in IT sphere and satisfy needs of the customers, rendering of high-quality and modern IT services is one of the main criteria for choosing the service provider.

Often IT services do not take into account needs of the business and clients and it causes many problems, which you can solve with the help of ISO 20000 standard.

ISO 20000:2005 offers the process improving model – cycle PDCA. Besides, in the standard there are requirements to the responsibility of the IT company’s high executives, as well as to the documentation control, competence, knowledge and training of the personnel.

By certification of the IT departments for compliance with the international standard ISO/IEC 20000-1:2005, the companies enlarge their potential for the international partnership, become more attractive for the investors, prove high quality of the rendered services to their clients, improve the company management structure.

Certification for ISO 20000 standard allows to demonstrate to the clients an independent picture of the best methods that you apply and assures the quality of IT services. ISO 20000 certificate is now one of the main conditions of participation in the tenders for IT service providers.

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