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What is Service Management?
Information Technology Service Management
Application Objectives
Service Management System Processes

ISO/IEC 20000-1:2018 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.

DENETİK is an accredited organization from ANAB and APMG for ISO 20000-1 certification.

What is Service Management?

The ISO / IEC 20000-1:2018 Information Technology Service Management standard defines service management as ”management of services amacıyla to meet the needs of the business.

It requires the implementation of the processes such as planning, training, reviewing, conducting research, working with the customer in line with the objectives of the organization in an eastern and systematic structure for the realization of the service.

Information technology service management includes;

– Keeping information technology services in operation,

– Optimizing information technology costs,

– Managing information technology risks and complexity,

– Ensure compliance with legal and regulatory requirements,

– Manage changes in larger sizes,

– To use information technology services according to business needs.

ISO 20000Information Technology Service Management
ISO/IEC 20000-1:2018 can be used by:

* an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
* an organization that requires a consistent approach by all its service providers, including those in a supply chain;
* a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
* a service provider to monitor, measure and review its service management processes and services;
* a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
* an assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000-1:2018.

Application Objectives

The Service Management system is a framework model that can be applied to all organizations regardless of sector and size. Organizations’ objectives of implementing a management system model in accordance with ISO / IEC 20000 requirements can be summarized as follows;

. Wishing to improve its services through an effective monitoring, review and improvement process,

. Wanting to provide perfect and flawless service,

. Want to manage their suppliers with a consistent approach,

. Service providers who want to demonstrate the quality of service need the ISO / IEC 20000 standard.

Service Management System Processes

The Service Management system is a framework model that can be applied to all organizations regardless of sector and size. Organizations’ objectives of implementing a management system model in accordance with ISO / IEC 20000 requirements can be summarized as follows;

. Wishing to improve its services through an effective monitoring, review and improvement process,

. Wanting to provide perfect and flawless service,

. Want to manage their suppliers with a consistent approach,

. Service providers who want to demonstrate the quality of service need the ISO / IEC 20000 standard.

Service Management System Processes

The model of the standard is shown in the figure;

Service Management System Processes

Processes to be established;

– Planning new or changing services,

– Service Level Management,

– Capacity Management,

– Information Security Management,

– Service continuity and availability management,

– Service budgeting and accounting,

– Configuration management,

– Change management,

– Version and span management,

– Event and service request management,

– Problem management,

– Business relationship management,

– Supplier management

ITIL (Information Technology, Infra Structure Library) knowledge base was used. In other words, ITIL’s management system model implementation. Differences can be seen according to application differences, regulation conditions and sectoral customer conditions.