Talk:ISO 20000
From IT Process Wiki
ISO 20000 can be used by CIO's as a potent tool to establish alignment of IT services with business in a secure and managed outsourced environment.
While ITIL is a collection of best practices, ISO 20000 is an international standard that organisations can be used to ensure that the people, processes, tools and partnerships are effectively fedrated to ensure that Business is provided with a technical platform that eliminates wastage of money and resources while providing innovative and secure solutions.
Many articles exist that compare ITIL with ISO 20K, i belive that there is no comparison because apples should not be compared to oranges, the scope of ITIL is to provide a collection of best practices, the Scope of ISO 20000 is to establish a management system that implements best practices in IT service management and it encompasses not only ITIL but also other frameworks and international standards such as ISO 27000, COBIT, EFQM TQM model and so on.
Further, when organisations say they are compliant to ITIL, very often the meaning of this compliance is not verifiable. Whereas when compliance to ISO 20K is based on time tested Quality Management System Principles such as mandated process documents containing policies, templates, metrics and most importantly, ISO mandates that compliance is required across all its sections (processes of the ITIL are included here).
Many practioners have lost faith in certifications. This is primarily because certification seems to generate a lot of beuracratic overheads while providing little or no value. When standards like the ISO 9000 for management systems is considered, the need for translating the requirements to the CIO organisation can lead to a lot of issues.
The quality of the adoption therefore depends very much on the competencies of desginers of the management system to understand and translate ISO terminology to IT terminology. The ISO 20000 on the other hand, is a standard specific to the IT industry and does not require any further tailoring to make a fit happen.
ISO 20K adopts the formal PDCA in its sections dealing with planning service delivery. IT provides for Auditing for compliance by both internal and external third parties. It uses survillance assessments to ensure that continual improvement culture is embedded and it uses re-certification to ensure that the culture is refreshed and improved on a evolutionary cyclical basis.
