IT service management

Information technology - service management

Why ISO/IEC 20000 ?

At present, the IT and ICT services and tools in some way maybe affect every area of human activity or business. Whether delivering hardware and software solutions, providing web space or housing, or manage network design, control and preparing projects for ICT solutions, providing mobile communications and payment gateways, database programming, application, etc., moving in the area of ICT services - one of the most flexible and fastest growing business sector. Effects of inefficient election, user inconvenience, inflexibility of failure, limited capacity, poor response time or even the loss and misuse of information may vary from annoying to disastrous delays disposal of business and property. Standard ISO 20000 provides a solution to prevent the above-mentioned risks.

Standards and recommendations.

ITIL and ISO 20000

International framework and standard for the provision of IT services (IT Service Management) is based on the best practice guide of ITIL (IT Infrastructure Library version 2, 3) which is the basis for standard ISO / IEC 20000-1:2005 (Specification), ISO / IEC 20000-2:2005 ( Code of practice, the set of recommendations on how to achieve what specifies the 1st part), and will in future be followed by even parts 3 and 4 It is the first standard in the world which deals with specific IT service management.

The main elements of the standard.

Standard ISO / IEC 20000-1 define the requirements of main ITIL books and process approach (and the principle of P-D-C-A) for organizations which want to deliver managed IT services. And for those who wants to be successful both commercially and to meet the needs of its customers.

Standard contains the following main elements:

Planning and implementation of management services Planning and implementation of new or changed services The processes of service delivery - the availability, continuity, capacity, IT safety management, reporting, SLM, budgeting... Relationships ProcessesResolution Processes - incident / problem management, Control processes configuration management, change management The processes of release

GOAL

Certification according to ISO / IEC 20000-1 fast becoming a standard of quality among providers of ICT services. And it is not only the label, it allows also to improve their quality of service and reasonable application of processes for monitoring and analysis. This then contributes to an increase in the success of the company. We have certified major provider of IT services such as Fujitsu-Siemens Computers sro, ČEZnet Ltd., Telefonica O2 Sevices Ltd. etc.

Cost savings

Working time savings.

Company with established system according to ISO 20000 reported 50% reduction of working time devoted to errors repair. Time spent in the beginning of the project is an investment with multiple returns.

Some of configuration management

Controlled access for the acquisition of hardware and software companies can achieve savings in particular for the subsequent maintenance of systems. If IT infrastructure is acquired according to the criteria of necessity, mutual compatibility and availability of service, you can achieve savings in working time devoted to planned maintenance until 1 / 3 time.

Change management

Implementation of such process also achieves savings in time. For example in the case of internal changes in the system settings. The company can react more flexibly in the event of changes in customer requirements or changes in communication with clients and subcontractors.

Safety

ISO 20000 standard that adopts the requirements of ISO 27001 standards relating to the security of information systems, provides immeasurable savings in case of security incidents.

For who for what?

For the companies, which takes IT services from external suppliers and want to ensure a consistent approach from all their IT service providers? For the IT services providers who are trying to achieve best practice in the management of IT services and want to prove their internal and external clients, providing consistent and quality IT services. Also, companies that want to improve the quality of their IT services, increase productivity and reduce costs in the field of Information technology.

Comparison with the ISO 9001 standard.

Number of certificates issued does not exceed 1% in comparison with certificates issued in accordance with ISO 9001 standards. This is due to sectored specialization and the delay of 15 years in its use. Yet in the field of IT services, this standard will soon be recognized and required more than the standard ISO 9001.

Comparison of ISO 9001 and ISO 27001

We can with big easy to confirm that the ISO 20000 standard combines the requirements of ISO 9001 standards in the field of providing IT services (such as the quality of IT services is mainly based on the quality infrastructure and management of customer and configuration related processes ) and ISO 27001 standards dealing with information security. What standard ISO 20000 contains, is the greater degree of specificity for a specific area of IT services.

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