What is ISO-IEC TR 20000-1:2017?

ISO-IEC TR 20000-1:2017 is a professional technical standard that provides guidelines for implementing and managing IT service management (ITSM). It is a revised version of the previous ISO/IEC 20000-1:2011 standard, which helps organizations to establish, implement, maintain, and continually improve their ITSM system.

Benefits of Implementing ISO-IEC TR 20000-1:2017

Implementing ISO-IEC TR 20000-1:2017 can bring various benefits to organizations. Firstly, it helps in improving service quality by aligning IT services with business requirements and customer expectations. This ensures effective and efficient service delivery, leading to customer satisfaction. Secondly, it enhances organizational efficiency by defining clear roles, responsibilities, and processes within the ITSM system. This streamlines operations and reduces operational risks and costs. Additionally, ISO-IEC TR 20000-1:2017 fosters continual improvement, enabling organizations to identify areas for enhancement and implement necessary changes.

Steps to Implement ISO-IEC TR 20000-1:2017

Implementing ISO-IEC TR 20000-1:2017 requires careful planning and execution. The following steps can guide organizations in this process:

Establish Objectives: Define specific objectives for implementing the ITSM system based on organizational needs and requirements.

Gap Analysis: Conduct a thorough analysis of the existing ITSM practices and identify gaps against the requirements of ISO-IEC TR 20000-1:2017.

Create Implementation Plan: Develop a detailed plan that outlines the activities, resources, and timelines required for implementing the standard.

Training and Awareness: Provide training to relevant personnel and create awareness about the standard and its benefits.

Process Documentation: Document the ITSM processes in accordance with ISO-IEC TR 20000-1:2017 requirements. This includes defining process inputs, outputs, roles, responsibilities, and key performance indicators (KPIs).

Implementation and Monitoring: Implement the documented processes and continually monitor their effectiveness, making necessary improvements as identified.

Audit and Certification: Conduct internal audits to ensure compliance with the standard's requirements. Organizations can also opt for external certification audits to achieve ISO-IEC 20000-1:2017 certification.

Conclusion

ISO-IEC TR 20000-1:2017 provides organizations with a structured approach to IT service management, helping them deliver high-quality services efficiently and effectively. By implementing this technical standard, organizations can align IT services with business objectives, improve operational efficiency, and foster continual improvement. Following the recommended steps, organizations can successfully implement the standard and reap its significant benefits.