For a long time, the IT department of an organization/enterprise has been classified as a "Resource Provider" or "Technology Provider", fighting fires everywhere, but often in vain, or even blamed at every turn: as for the company's senior leaders, they are also faced with more and more IT personnel. Difficult challenges such as streamlining, more arduous tasks, and more difficult service quality to meet the expectations of users and units.

If the IT department wants to improve the current situation and get out of this predicament, it needs to carry out a complete system transformation, promote the transformation to service orientation, and then upgrade the service tentacles to the business perspective: based on the ITIL (Information Technical Infrastructure Library) methodology and best practices (Best Practice) IT Service Management (ITSM) solution is regarded by all circles as the best choice for IT department transformation.

Introduction to the International Standard ISO20000 Standard of IT Service Management System

ISO20000 is an international standard on the requirements of an IT service management system, which helps to identify and manage the key processes of IT services and ensure the provision of effective IT services to meet customer and business needs. ISO20000 is divided into two parts:

ISO/IEC 20000-1 Information technology-Service management Part-1: Specification (standard specification for information technology service management, certification requirements)

ISO/IEC 20000-1 Information technology-Service management Part-2: Code of practice

In the information security management part of ISO20000, ISO27002/ISO27001 is the reference standard. Under the circumstance that the implementation scope of ISO20000 of an enterprise organization is not greater than that of ISO27001/ISO27002, if the organization/enterprise has passed ISO27001 certification, the information security management part of ISO20000 of the enterprise organization will also meet the standard.

The ISO20000 standard includes 5 major processes and 13 management aspects, as follows:

    service delivery process

    • Service level management

    • Service reports

    • Capability management

    • Service continuity and availability management

    • Information Security Management

    • IT service budgeting and accounting

    control process

    • Configuration management

    • Change management

    release process

    • Release management

    solution process

    • Incident management

    • Problem management

    business process

    • Business relationship management

    • Supplier management