LIGHTEDGE SOLUTIONS

ISO 20000The International Standard in IT Service Management

Consistency in IT governance between you and your cloud provider can be di�cult to �nd or determine. Where do you start? You could request a copy of their individual policies and procedures, then wait to see if they follow that framework or you could ask if they are ISO 20000 certi�ed. Then breathe easy knowing they are upholding the highest service standards in the industry.

WHAT IS IT?

ISO 20000 is a global standard of requirements for IT service management (ITSM) systems.

Developed to mirror IT Infrastructure Library (ITIL) best practices, thisproactive structure ensures success by consistently monitoring & managing:

- Capacity Planning

- Change Management

- Vendor Relationship Management

- Business Continuity / DR

- Service Development & Deployment

- Incident Management

- Service Level Agreements (SLAs)

- Inventory Management (CMDB)

- Supply Chain Management

WHAT ARE THE STEPS TOCERTIFICATION?

Anything worth doing is worth doing thoroughly. ISO 20000 certi�cation is no di�erent. Several key steps are involved.

1. Gap analysis to determine readinessof the organization

2. Work to firm up processes &documentation before 3rd party audit

3. Once fully operational under ISO20000, formal 3rd party assessment isconducted

4. Ongoing yearly re-certificationassessments required

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WHAT DOES IT MEAN TO YOU?

ISO 20000 is important proof that your service provider is committed toexcellence by showing:

- IT processes are documented, activelymanaged & continually improved

- Controls are implemented to measure& maintain consistent service

- Risk is reduced by driving afundamental shift from reactive topro-active practices

- Process compliance is enforced byconverting best practice suggestionsinto mandatory steps

- People, processes & technology areintegrated to function cohesively

- Management is actively involved andoffering insight

- Strong push for regimenteddocumentation of processes & records