What is ISO-IEC 20000-4:2012?

ISO-IEC 20000-4:2012, also known as the Information Technology Service Management (ITSM) standard, provides guidance on defining and implementing the processes necessary for the delivery of high-quality IT services. This standard sets out the requirements for planning, establishing, implementing, operating, monitoring, reviewing, maintaining, and improving a Service Management System (SMS). In this article, we will explore the key aspects of ISO-IEC 20000-4:2012 and its significance in the IT industry.

The Scope of ISO-IEC 20000-4:2012

ISO-IEC 20000-4:2012 focuses on the implementation of IT Service Management processes. It covers a wide range of areas, including service planning and delivery, relationship management, change management, incident management, problem management, configuration management, and service level management. This standard is applicable to organizations of all sizes and sectors, and it can be used by both internal IT service providers and external service providers. By adopting ISO-IEC 20000-4:2012, organizations can enhance the efficiency and effectiveness of their IT service delivery, improve customer satisfaction, and achieve greater alignment between IT and business objectives.

Benefits of Implementing ISO-IEC 20000-4:2012

Implementing ISO-IEC 20000-4:2012 offers numerous benefits to organizations. Firstly, it helps in establishing a consistent framework for IT service management, ensuring that services are delivered in a structured and controlled manner. This leads to better service quality, reduced downtime, and improved customer experience. Secondly, ISO-IEC 20000-4:2012 promotes a culture of continuous improvement, with regular monitoring and review of IT processes. This enables organizations to identify areas of improvement and implement corrective actions, resulting in increased efficiency and productivity. Additionally, by complying with this standard, organizations can gain a competitive advantage, as it demonstrates their commitment to delivering high-quality IT services and meeting customer expectations.

Certification and Compliance

Achieving ISO-IEC 20000-4:2012 certification validates an organization's adherence to the highest international standards in IT service management. Certification requires a comprehensive audit of the organization's processes and documentation, ensuring that they meet the requirements specified in the standard. Organizations that are certified under ISO-IEC 20000-4:2012 can use this accreditation to differentiate themselves in the market, build trust with customers, and attract new business opportunities. It also provides a framework for continual improvement, as organizations need to undergo regular surveillance audits to maintain their certification status.