Information technology. Service Management. Service Management System – Requirements.
The standard defines a number of key processes which an IT service company should be providing (incident management etc), and encourages the development of service measures and key performance indicators. Having dealt with small suppliers, and if I had any significant budget for IT, I would personally mandate ISO 20000-1 certification in the procurement process.
The standard has quite a long history and was developed in line with ITIL ( Information Technology Infrastructure Library), which is an industry-developed set of best practices for the IT industry. Hence, it’s based on the realities of best practice, not pure theory. Sadly, implementation of the standard has not been as wide as it could be, as a call to many smaller suppliers will quickly reveal…
Believe me, if you’ve ever owned a computer (!), and particularly if you’ve ever had to report a highly technical fault to a help line person living in another continent (or even planet, judging by some I’ve spoken to), you’ll understand why getting IT Service providers to implement this standard is so important. Its logical, sensible, and even allows service providers to charge more for a better service, so its wider implementation could be a benefit to us all !
Implement this to differentiate your service provision from the “have you switched it off and on? Oh – it sounds faulty” approach.