IT Service Management - ITIL and ISO 20000

URM provides a range of consultancy services assisting organisations to develop their IT service management capabilities through the implementation of the best practice guidelines specified in the Information Technology Infrastructure Library (ITIL v3). Ultimately, URM can assist an organisation prove that they have implemented the best practice by helping them certify with ISO 20000.

What is IT Service Management?

IT Service Management (ITSM) promotes the adoption of an integrated process approach to help deliver managed services that will meet both the requirements of the business and the customer. ITSM should provide high quality IT services that meets the customer expectations within the imposed cost constraints.

From this it can be seen that ITSM has three primary objectives:

To ensure that the IT services remain focused on delivering the business processes
Improve the quality of IT services
Reduce the cost of providing the IT service

What is ITIL (Information Technology Infrastructure Library)?

Information Technology Infrastructure Library (ITIL) is a framework of best practices that has been developed to allow an organisation to realise the objectives of IT service management. An organisation cannot certify to ITIL nor can it be "ITIL compliant".

What is ISO 20000?

ISO 20000 provides a certification to organisations which wish to externally validate their Service Management System (SMS). This is achieved via an independent, external, evaluation against the whole formal standard.

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Buy the ISO 20000 Standard