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Each organisation is different and
requires different mechanisms to be managed in an effective way. Advances in
science together with development of IT technology lead to the creation of a
field related to IT coordination in most modern organisations. Very often IT
structures constitute separate organisational units and have influence on
performance accuracy of most business processes. As a result of this, this area
requires utmost attention of top management. Until recently effective and
efficient IT management was completely dependent on the head of the IT
department. Since no effective and
efficient tools for IT assessment were available, top management did not have
any tools at hand that would help them to determine goals and expectation in a
clear and verifiable way.
In response to those expectations ISO/IEC 20000 standard was established. The
standard published in 2005 defines the guidelines on and requirements of
building IT services management systems. In similar vein to other management
systems, such as ISO 9001 or ISO 14001, the standard determines the processes
which need to be defined and implemented in an organisation in order to
comprehensively coordinate the IT department, including among others services,
infrastructure, configuration, capacity management or accounting for IT
services. The standard defines a set of key IT processes, connected with the
following:
- Service
Level Management and Service Reporting,
- Availability,
Capacity and Service Continuity Management,
- Information
Security Management
- Budgeting
and Accounting for IT services,
- Change and
Configuration Management
- Relationship
Management (customers/suppliers).
As a result ISO/IEC 20000 is a perfect benchmark document for carrying out a
comprehensive and unbiased IT operation audit as well as for creating IT
services quality management system. The standard is complementary to ISO 9001
and allows for a fully processed-based description of IT services.
The ISO 20000 standard, like its BS 15000 predecessor, was originally developed
based on ITIL (Information Technology Infrastructure Library) which contains a
set of requirements on IT services management. The basic scope of processes defined in ITIL
and in ISO 20000 is the same - the biggest difference between their documents
is their level of detail and intended use. ITIL was a developed as a set of best practice
guidance in which each and every of the key processes is described separately
with in-depth guidelines regarding its interpretation and implementation. However,
ISO/IEC 20000 aims at consolidating and standardizing IT so it defines clear
requirements (explicit and unambiguous) which are a subset of ITIL
requirements.
Offered services:
- Compiling a service catalogue and
identifying customer needs
- Developing a system for service
quality reporting
- Developing and implementing service
continuity plans
- Developing a system for budgeting and
accounting for IT services
- Developing and implementing risk
management mechanism as far as information security is concerned
- Developing and implementing an incident and
problem management system
- Establishing rules for release
management
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