as the global it service industry gradually moves towards specialization and outsourcing, organizations increasingly rely on it for their business operations. more and more organizations are considering outsourcing their it service operations to professional it service providers or putting forward clearer service requirements for internal it support departments to ensure improved service quality, lower service costs, and reduce business risks caused by it service interruptions.
how to control the overall risk of it services (whether internal or external) and improve the overall service level of it is a problem that requires high attention, and the iso 20000 information technology service management system is a guide to solving this problem. iso 20000 is an international standard for the field of information technology service management, which represents the foundation of widely recognized principles for evaluating it service management processes. the iso 20000 information technology service management system standard defines a comprehensive and closely related service management process. iso 20000-1 defines a service provider that delivers managed services to its customers and meets the basic requirements for acceptable quality. iso 20000 is a standard for management process systems. iso 20000 certification is applicable to it service providers, either external service providers or internal it departments.
iso 20000 is an organization oriented it service management standard that aims to provide a model for establishing, implementing, operating, monitoring, reviewing, maintaining, and improving it service management systems. establishing an it service management system has become an indispensable and important mechanism for various organizations, especially financial institutions, telecommunications, high-tech industries, to manage operational risks. iso 20000 provides it managers with a reference framework for managing it services, and the perfect level of it management can also be demonstrated through certification.
iso 20000 certification can enhance operational reliability and demonstrate the commitment of organizations to establish a reliable it service management system. iso 20000 is an effective proof that organizations demonstrate the credibility and high quality of it services to employees, stakeholders, and customers. when necessary, technical support from it experts can ensure the quality and reliability of it management systems, enabling them to grasp it issues in a timely manner and reduce associated potential threats.
under the traditional it management model, the it department exists passively as a technical support role, while under the iso 20000 information technology service management model, the it department acts as an active service provider to provide its customers and users (business departments of enterprises) with it services that support the organization's business operations, it departments and it outsourcers often need to provide customers with a service catalog (sc) and sign formal service level agreements (slas) with customers.
the iso 20000 standard focuses on managing it issues through "it service standardization," which classifies it issues, identifies the internal links, plans, implements, and monitors them in accordance with service level agreements, emphasizes communication with customers, and focuses on the capabilities of the service management system, the management level, financial budget, software control, and allocation required when the system changes.
adopting the iso 20000 information service management system is a strategic decision for an organization. for many it service providers, the significance of iso 20000 certification is not only limited to it service compliance and improving service quality, but also provides service quantification, employee performance evaluation, and has positive significance in measuring the return on investment of it departments.
the first batch of regulations of the cnca on the "business category table for conducting information technology service management system certification" are as follows:
|
service category of information technology service management system certification |
information technology service content |
||
|
code |
category number |
classification name |
|
|
a |
01.01 |
information systems consulting planning |
information system consulting and planning services |
|
c |
01.03 |
information system software design and development |
software design and development services |
|
d |
01.04 |
information technology consulting |
consulting or training services for the use of hardware and software |
|
g |
03.01 |
information system testing |
testing service to verify whether the information system conforms to the requirements |
|
h |
03.02 |
software product testing |
testing service to verify whether the software product conforms to the requirements |
|
i |
03.03 |
information system engineering supervision |
implementation of supervision services for information system engineering |
|
j |
03.04 |
software engineering supervision |
implementation of supervision services for software development |
|
l |
04.01 |
infrastructure operation and maintenance |
operation and maintenance services for power, air conditioning, fire protection, security, network and other facilities in the computer room |
|
m |
04.02 |
hardware operation and maintenance |
computer and its peripheral equipment, network equipment, audio and video equipment, automation control equipment and other hardware and equipment controlled by information technology, such as status monitoring, troubleshooting, performance optimization and other related maintenance services |
|
n |
04.03 |
software operation and maintenance |
basic software and application software installation, upgrade, troubleshooting, virus protection and other maintenance services |
|
u |
06.01 |
e-commerce support |
support and management services for e-commerce activities |
|
v |
06.02 |
software operation |
services that provide software functionality over the internet |
|
w |
06.03 |
data processing |
services that use digital technology to process and use information content such as pictures, text, video, and voice |
|
x |
06.04 |
call center/service desk |
call center service |
○iso/iec 20000-1 information technology service management part 1: service management system requirements
○iso/iec 20000-2 information technology service management part 2: implementation guidelines
○ iso/iec 20000-3 information technology service management part 3: iso/iec 20000-1 scope definitions and applicability guidelines
○ iso/iec 20000-10 information technology service management part 10: terminology
○ maintain consistency between service objectives and corporate business objectives, effectively supporting business strategies;
○ establish standardized service processes to improve information technology services and operational efficiency;
○ effectively and efficiently integrate and utilize it resources such as information, infrastructure, applications, and personnel;
○ establish a continuously improving service management mechanism to quickly respond to market demand and provide customer satisfaction;
○ align with international benchmarks, enhance market competitiveness, improve organizational reputation, and enhance investment returns;
○ control it risks and related costs, improve and control it service quality, and reduce long-term service costs.
1.how long does the system need to run before applying for certification?
before applying for certification, the system must have been running for at least 3 months.
2. after obtaining the certificate, how to query the authenticity and validity of the certificate?
the authenticity and validity of the certificate can be queried by logging into noa website (www.noagroup.com) and selecting "certificate / report query" in the "resource center", or by logging into the national certification and accreditation information public service platform（ http://cx.cnca.cn ）query.
3. after obtaining the certificate, how long is the certificate valid? is it necessary to review every year?
after obtaining the certificate, the validity period of the certificate is 3 years, and at least one on-site audit is required every year to keep the certificate valid.
4. what to do after the expiration of the certificate?
before the expiration of the certificate, we will arrange the customer service specialist to contact you actively to assist you in handling matters related to your re certification application.
tel： 86-400 821 5138
fax： 86-21 3327 5843
email：noa@noagroup.com
