ISO 20000 is a standard designed for the management of information technology services, which consists of two parts. In the first part, a set of mandatory clauses called ISO20000-1 and in the second part, a set of clauses containing recommended and selectable measures called It has been compiled to ISO20000-2 and the organization can receive ISO20000 certification by fully implementing these sections, after conducting an audit and certification.
ITIL offers recommendations and options that each organization can choose according to their situation or adapt their services and products to the provisions of this framework. Implementing the ITIL framework in an organization prepares you for ISO20000 certification.
ITIL tells us what needs to be done to improve the service life of the IT service and how it is done leaves it to the relevant standards in each area. In other words, the answer to the question is What and not the answer to the question How.
Service strategy is at the heart of the service life cycle. Creating value from this step begins with understanding the goals of the organization and the needs of customers. The assets of any organization, including individuals, processes and products, must support the strategy. ITIL's service strategy provides a good guide to view service management as a strategic asset, not an organizational capability. This step describes the principles behind service management implementation that will be effective in developing service management policies, guidelines, and service lifecycle processes. Topics covered in the service strategy include market development, characteristics of internal and external service providers, service assets, service portfolio, and strategy implementation through the service life cycle. Business relationship management, demand management, financial management, organizational development and strategic risks are other topics covered in this section. Organizations use these guidelines to set their performance goals and expectations for customers and markets, as well as to identify, select, and prioritize opportunities. The service strategy is to ensure that organizations are in the right position to control the costs and risks associated with the service portfolio. Therefore, the service strategy is used not only in the effectiveness of the operation but also to create a superior and distinctive performance. ITIL implementing organizations use the ITIL service strategy to strategically review service management capabilities as well as improve alignment between capabilities and business strategies. This section is dedicated to examining why an activity is performed before examining how to do it.
Real value-added services for the organization should be designed according to the goals of the organization. Design encompasses the entire IT organization because virtually the entire organization provides and supports the service. This step in the service life cycle turns the service strategy into a plan to accomplish business goals. Service design is a guide to service design and development and service management processes. This section explains the design principles and methods needed to cover strategic goals in the service portfolio and service assets. The scope of the design includes not only new services but also changes and improvements necessary to increase or maintain the value provided to the customer over the life cycle, service continuity, achievement of service levels and compliance with standards and regulations. Importantly, it helps organizations develop design capabilities for service management. Other ITIL service design topics include design coordination, service catalog management, service level management, accessibility management, capacity management, information security management, and supplier management.
Service Transfer Provides guidance on developing and improving new or modified service transfer capabilities to the operating environment. This section describes how to move the organization from one situation to another, along with risk control and organizational knowledge support. Service transfer ensures that the value defined in the service strategy as well as in the design of the service is effectively transferred and can be realized in the operational environment. ITIL Service Transfer includes transfer planning and support, change management, asset management and service configuration, publishing and deployment management, service validation and testing, change assessment, and knowledge management. This step provides guidance for managing the complexities associated with service change and service management processes, preventing adverse outcomes, and innovating. ITIL Service Transfer also introduces a service knowledge management system that enables support for organizational learning and leads to increased effectiveness and efficiency throughout the service life cycle. This allows people to share knowledge and experience with each other, support informal decision making and improve service management.
This section provides the best model for managing services in the operating environment. This section includes a guide to achieving effectiveness and efficiency in service delivery and support to ensure value for customers and service providers. Strategic goals become known and become a vital capability during service operations. ITIL Service Operations provides guidance on how to maintain consistency in service operations that allows for changes in the design, scale, scope, and levels of service. Organizations are exposed to detailed process guides, methods, and tools to apply to two main control approaches: the preventive approach and the reactive approach. Knowledge is provided to managers and professionals to make better decisions in areas such as service availability management, demand control, capacity optimization, operation scheduling and service failure resolution and problem management. New models and architectures such as shared services, utility computing, web services, and mobile commerce are described to support service operations. Other topics covered in service operations include failure management processes, event management, request response, problem management, and access management, as well as service desk functions, technical management, IT operations management, and application management.
Continuous service improvement:
This section includes a guide to creating and maintaining value for customers through strategy, design, transfer and service operations with a more appropriate approach. It combines the principles, patterns and methods of quality management, change management and capacity management. Continuous service improvement introduces the best models for achieving gradual and large-scale improvements in service quality, operational efficiency and business continuity; It also ensures that the service portfolio is aligned with the business requirements. This guide is used to link improvement efforts and strategy outputs, design, transfer, and service operations. Deming cycle-based closed-loop feedback system is defined as planning-execution-control-corrective action in order to determine the feedback of each step of the service life cycle to identify opportunities for improvement of other steps. Other topics in this section include service measurement, baseline development, and maturity assessment.