IT Service Management

ISO/IEC 20000 – IT Service Management (ITSM)

What is ITSM?

ISO/IEC 20000 (IT Service Management) is an International Standard, underpinned by the ITIL processes for conformance to IT Services Management requirements. ISO/IEC 20000 was developed as an organizational certification, against ITIL, a personal certification for the implementation of the IT Infrastructure Library within an organization. ITIL does not carry a continual improvement program and although recognized worldwide does not provide organizational certification to the processes.

Why is ISO/IEC 20000 Important?

Today’s organizations are increasingly dependent upon their IT infrastructure and the information that it provides and supplies. These organizations continue to require increasingly advanced facilities that meet the needs of the business. The increasingly competitive and cost-focused nature of business environments means the quality and cost effectiveness of IT services (and their management) is recognized as fundamental to organizational success.

IT Service providers struggle to maintain high levels of service to their customers, particularly with the increasing diversity of technologies available. Often, too much time is spent working reactively with little time spent on planning, training, investigating and working with customers. At the same time these providers are also being asked for improved quality, lower costs and faster customer responses.

An integrated framework for delivering and managing IT services to the customer can provide control, greater effectiveness and opportunities for improvement within the organization. THe ISO/IEC 20000 standard represents such a framework.

The C2C SmartCompliance Approach

C2C is a global ISO/IEC 20000 Associate Consultant (US and Europe) in the BSI Management Systems ISO/IEC 20000 Associate Consultant Program (ACP). This accreditation examplifies that C2C has a proven and workable methodology to assist organizations preparing for certification to the International standard. C2C has a proven track record of achievement in this field and has assisted many organizations in earning certification status.

The C2C methodology includes Auditor know how and next generation compliance tools (Compliance Mapper, RAP and CAP) that accelerate the preparation process, saving valuable time, resources and expenses.

The C2C team also undertakes ISO/IEC 20000 Lead Auditor, Internal Audit and Implementation training to support our client’s needs. Our consultants have all achieved Lead Auditor status and have successfully completed many international implementations.