MANAGEMENT & PROTECTION SYSTEMS

ISO 20000 - Quality of IT Services

The ISO 20000 standard has recently become the international standard for "IT Service Management" and represents an indisputable reference element for the management of the IT services of an organization. It aims to improve the delivery / use of IT services by setting the goal of achieving the highest quality of services provided and maximum cost containment.

The standard consists of two parts: ISO / IEC 20000-1 and ISO / IEC 20000-2.
ISO 20000-1 represents the "Service Management Specifications" and is the basis of the certification.
The ISO 20000-2 is instead the "Professional Code of Service Management" and describes the "best practices" and analyzes in detail the specifications of the first part.

The ISO 20000 standard has undergone many evolutions over the years especially in relation to the evolution of the BS 15000 standard. The first "release" was published in 2002, but subsequent implementations allowed a better "harmonization" of the processes thanks to the contribution of experiences deriving from other international standards, also incorporating the PDCA (Plan-Do-Check-Act) scheme for continuous improvement.