ISO 20000 is the international standard for IT Service Management ( ITSM ), published by ISO ( the International Organization for Standardization) and the International Electoral Commission.

ISO 20000 IT service management (ITSM) is a discipline for managing Information Technology (IT) systems, from the customer’s perspective of IT’s contribution to the business. ITSM stands in deliberate contrast to technology-cantered approaches to IT management and business interaction.

ISO 20000 is primarily concerned with the areas of Service Support and Service Delivery of the Information Technology function.

The three key objectives are:

– To align IT services with the current and future needs of the business and its customers.
– To improve the quality of the IT services delivered.
– To reduce the long-term cost of service provision.

ISO 20000 is heavily based upon the IT Infrastructure Library (ITIL). It provides a framework that defines a set of inter-related service management processes essential for the delivery of high-quality services that satisfy the business and customer requirements.

DMC provides implementation support for the ISO 20000 standard based on the following methodology:

– Gap Analysis
– Awareness
– Training
– Implementation
– Support