IT Service Management

IT Service Management - ITIL and ISO 20000

URM provides a range of consultancy services assisting organisations to develop their IT service management capabilities through the implementation of the best practice guidelines specified in the Information Technology Infrastructure Library (ITIL v3).

Ultimately, URM can assist an organisation prove that they have implemented the best practice by helping them certify to ISO 20000.

Having shortlisted three consultancies, it was URM’S consultant who clearly demonstrated the best understanding of both the Standard and what we were trying to achieve.

Richard Smith, Managing Director, Tegen

With ISO 20000, it is essential to understand where certification would be most advantageous and practical, according to the complex scoping rules of the Standard.

URM can provide an ISO 20000 baseline assessment of areas of the organisation and use the outputs from this to identify which specific services are best placed to form the initial scope of a certification project.

The proposed baseline assessment will assess where current services management conforms to the requirements of ISO 20000.

In order that the baseline assessment outputs can be used to support the development of a detailed certification action plan, the baseline assessment will be conducted at a level where specific compliance requirements can be identified and responsibility for addressing these allocated appropriately.

What is IT Service Management?

IT Service Management (ITSM) promotes the adoption of an integrated process approach to help deliver managed services that will meet both the requirements of the business and the customer. ITSM should provide high quality IT services that meets the customer expectations within the imposed cost constraints.

From this it can be seen that ITSM has three primary objectives:

  • To ensure that the IT services remain focused on delivering the business processes
  • Improve the quality of IT services
  • Reduce the cost of providing the IT service

What is ITIL (Information Technology Infrastructure Library)?

Information Technology Infrastructure Library (ITIL) is a framework of best practices that have been developed to allow an organisation to realise the objectives of IT service management. An organisation cannot certify to ITIL nor can it be "ITIL compliant".

What is ISO 20000?

ISO 20000 provides a certification to organisations which wish to externally validate their Service Management System (SMS). This is achieved via an independent, external, evaluation against the whole formal Standard.

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