In this age of informatization, the development of information technology directly promotes the development of enterprise informatization. In order to achieve their "customer-centric, market-oriented" business goals, many enterprises need to evaluate IT investment costs and implement corresponding measures. In order to meet customer needs and business development, and hope to gain an advantage in international competition, many enterprises have begun to realize that IT infrastructure is no longer an isolated hardware facility, but provides an overall solution for the business operation of the enterprise. Sexually supported IT services. As a result, many companies have begun to study and discuss how to make IT services most effectively managed.

When you ask an enterprise CIO how to manage the enterprise IT system and how to let IT services support the enterprise's business processes, he can introduce you to the enterprise's IT department responsibilities, how to summarize IT events and the timely resolution rate, etc. All about IT services , or you can answer you with a simple and simple sentence: we have obtained ISO20000 certification.

In the United States, the United Kingdom, Canada, Australia and other countries, more than 10,000 companies and many government departments have successfully implemented IT service management, and more than 150,000 people around the world have passed the IT service management certification exam. The time is relatively short, there is no professional organization for publicity and promotion, and there are fewer companies related to IT service management and its field consulting and training. Therefore, although the ISO20000 standard has been recognized by many domestic enterprises, there are currently domestic ISO20000 certified companies. There are still relatively few companies, but more and more companies are beginning to accept the ISO20000 standard certification. In the IT industry, ISO20000 certification has become synonymous with IT service management. An enterprise that has passed the ISO20000 certification signifies that it adheres to the best of IT service management. Practice, with efficient IT service management support, has a stronger competitiveness in the same industry.

  The global IT service industry is becoming more and more large. In India, South Korea and other countries, there is also a wave of certification, because these companies understand that once they have ISO20000 certification, it means that the company has the most reliable IT service backing.

   Then when an enterprise has passed the ISO20000 certification and adheres to the best practices, what benefits can efficient IT service management bring to the enterprise?

  1. Establish a close inter-departmental cooperative relationship and a perfect employee appraisal system

  The implementation of ISO20000 first brought about the self-adjustment of IT management organization. The matrix management model of "process-based" is very different from the traditional "department-based" corporate culture of domestic enterprises. In the past, the biggest challenge faced by IT organizations in implementing service management was to obtain the attention and support of senior management. However, to insist on implementing the ISO20000 management system, it is necessary to re-engineer the existing structure of the enterprise, and it will be dominated by department functions. The way of working has changed to a process-driven way of working.

The input and output of the 13 processes of ISO20000 help solve the problem that the work of employees cannot be quantified. The IT work is decomposed into 13 different management processes, and the daily work of each department and each employee is a combination of different work in the 13 processes. , the person in charge of each process can evaluate employees according to the quantitative data of the process, and there is also a corresponding evaluation system for the process responsibilities assumed by employees.

  2. Follow the PDCA (plan-execute-check-improvement) methodology to continuously improve the IT service management system

The goal of enterprises to establish IT service management is to provide customers with better services, and to establish a continuous self-improvement system centered on high-quality customer service. The ISO20000 management system requires enterprises to follow the PDCA methodology for each process and Find and solve problems, and constantly improve; every employee is required to have problem awareness, and constantly optimize their work mode at work to improve work efficiency.

  3. Improve market competitiveness

The last and most important thing is to enhance the company's competitive advantage in the market, improve the company's reputation, and improve the return on investment. The company's ISO20000 certification ensures that the IT organization strictly implements IT best practices, and customers are more willing and more trusting These enterprises are supported by continuous improvement of IT management system. At present, there are not many domestic enterprises that have passed ISO20000 certification, but the core ITIL of ISO20000 standard has been recognized and introduced by more and more organizations, and more and more enterprises have begun to attach great importance to ISO20000 standard. ISO20000 international standard, enterprises will benefit sooner and improve their competitiveness in the industry.