ISO 20000-1 IT Service Management System (ITsMS) defines requirements for service providers (IT services, telecommunication services, transmission services, production technologies maintenance ….) to ensure the customers that each of their requirement related to contracted service is satisfied the fastest possible way and with professional approach without fluctuating quality of realization.
Even at a time of trouble-free operation, there is a significant set of customer requirements that need to be solved in the managed mode (for example requests for service change, new service delivery, user´s demands, service requests …). While it is the provider’s effort to deliver the most reliable services with a minimum of downtime, the failure of the technology cannot be removed to 100%.
The customers´ satisfaction is highly impacted not only by the reliability of the SMS processes themselves but also by the service desk, where all the requirements are directed and therefore the customer does not have to solve the question of who is competent to deal with it. According to the type of the request, the service desk will provide its equipment according to the appropriate procedures of, either incident management or change management, or using the knowledge management problem database and the information provided by the service asset and configuration management.
ISO/IEC 20000-1 is applicable to all service providers, regardless of the organization’s type or size, or the nature of the services delivered.
Certification in IT Service Management (ITSM) systems, such as ITIL (Information Technology Infrastructure Library) or ISO/IEC 20000, can offer several benefits to both individuals and organizations:
Enhanced Service Quality: Implementing ITSM best practices helps organizations deliver higher quality services to their customers by standardizing processes and ensuring consistency.
Improved Customer Satisfaction: With better service quality comes improved customer satisfaction. Certified ITSM professionals are equipped with the skills to meet customer needs and expectations effectively.
Cost Reduction: ITSM frameworks emphasize efficiency and cost-effectiveness, leading to reduced operational costs through optimized processes and resource allocation.
Increased Productivity: By streamlining workflows and eliminating redundancies, ITSM certifications enable organizations to operate more efficiently, allowing staff to focus on value-added tasks.
Better Risk Management: ITSM frameworks include risk management practices, enabling organizations to identify and mitigate potential issues before they escalate, thus reducing downtime and service disruptions.
Alignment with Business Goals: ITSM frameworks help align IT services with business objectives, ensuring that IT initiatives contribute directly to organizational success.
Competitive Advantage: Certification in ITSM frameworks demonstrates an individual’s or organization’s commitment to delivering high-quality IT services, providing a competitive edge in the market.
Career Advancement: For individuals, ITSM certifications can lead to better job opportunities and career advancement, as they validate expertise and proficiency in IT service management practices.
Global Recognition: ITSM certifications such as ITIL and ISO/IEC 20000 are globally recognized standards, enhancing the credibility of certified professionals and organizations worldwide.
Continuous Improvement: ITSM frameworks promote a culture of continuous improvement, encouraging organizations to regularly review and refine their processes to adapt to changing business needs and technology trends.
In summary, ITSM system certifications offer a wide range of benefits, including improved service quality, customer satisfaction, cost reduction, productivity gains, risk management, alignment with business goals, competitive advantage, career advancement, global recognition, and a commitment to continuous improvement.