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* Rodrigo Dantas

THE ISO / IEC 20000 is a worldwide recognized technical standard. Defines a series of mandatory requirements based on a set of good practices for companies to perform a service management quality IT infrastructure, as well as, develop and maintain a Service Management System (SGS).

The implementation of ISO / IEC 20000 brings greater security to companies that wish to hire partners from Information Technology (IT), as well as a quality differential for technology supplying organizations. Before, businesses did not always have the means to ensure that contracted companies were aligned with their needs. Thus, the lack of technical support and the inadequate infrastructure available, were constant risks that could harm their operations.

Certification is obtained after an entity certified by ISO / IEC bodies performs an independent audit and officially recommends certification.

The objective of ISO / IEC 20000 and related processes 

The purpose of ISO / IEC 20000 is to ensure that the IT solutions provided meet essential requirements in accordance with globally accepted standards and good practices. The standard is a requirement for establishing a business relationship with a new provider.

This certification was developed based on the BS 15000 (British Standard). Its purpose is total compatibility with the Informatizo Technology Infrastructure Library (ITIL) - a group of publications on best practices for managing services from you.

The requirements of the ISO / IEC 20000 include clear definitions of objectives, policies and procedures to ensure effectiveness and efficiency in the provision of IT solutions, as well as guidelines and guidelines for the management of Law Suit with the objective of optimizing them. The Law Suit are described below:

  • Relationship Processes: these processes work with the relationship between customers and the IT service provider. In this way, they carry out the verification of customers' needs and manage their modifications. Additionally, they involve handling complaints and escalating urgent problems. Consumer satisfaction is also measured to obtain the feedback nthe performance of the service provider;
  • Service Planning and Implementation Processes: through the methodology PDCA (Plan, Do, Check, Act) for service planning and implementation processes.

See what each of these 4 points corresponds to: 

  • Plan (to plan): defines the purposes and processes required to provide good quality services;
  • Do (do): puts into practice the processes stipulated in the planning;
  • Check (evaluate / check): monitors and defines metrics for the processes in order to verify if they were, or are being, executed with quality;
  • Act: take actions to continuously improve processes and their results.
  • Service Delivery Processes: they involve the definition of service level agreements (SLA) between the IT service management area and the requesting sectors. Additionally, they include activities of issuing and distributing reports on the continuity and availability of services. It also includes capacity management and cost accounting / budgeting.
  • Solution, Release and Control Processes: these processes are related to the effective handling of incidents and problems occurred in the management of IT services. They include monitoring, handling and configuration management activities, as well as change and release management.

The benefits and advantages of ISO / IEC 20000

When hiring a company certified in ISO / IEC 20000, O client will be sure that the provision of services occurs according to the reference documents accepted worldwide based on best practices, as well as standardized terminology for IT service management, facilitating communication with customers.

We can cite some advantages that the implementation of ISO / IEC 20000 delivery to IT solution providers, such as: greater financial savings and increased effectiveness and efficiency of business workflows.

In this way, companies that are certified, have Law Suit more efficient, in addition to increasing customer satisfaction customers and deliver services with quality.

* Rodrigo Dantas is GRC and Information Security Consultant at [SAFEWAY]

Conclusion

 The certification ISO / IEC 20000 brings some benefits to the service provider services of IT, such as obtaining a market differential, increasing customer satisfaction customers and confidence on the part of investors and partners. The use of these guidelines and guidelines, provides companies to achieve their corporate objectives through the appropriate use of IT services.

Another point that we can highlight is that the certification aims to ensure that the Law Suit these companies occur in the best possible way, reducing possible errors and internal problems that can threaten their operations. In this way the delivery of services happens to quality.

 

About [SAFEWAY]

 THE SAFEWAY is an Information Security company, recognized by its customers for offering high added value solutions, through Information Security projects that fully meet business needs. In these years of experience, we have accumulated, with great pride, several successful projects that have earned us credibility and prominence in our clients, which constitute in large part, the 100 largest companies in Brazil.

Today through more than 17 strategic partnerships with global manufacturers and our SOC, SAFEWAY is considered a one stop shopping with the best technology solutions, processes and people.

Let's make the world a safer place to live and do business!