Introducing service management based on the ISO 20000 offers many advantages.

The previous version of ISO 20000 has been revised, and is linked with ISO 27001.

ITIL/ISO 20000 Framework has its share of both benefits and drawbacks.

Depending on your organization’s needs, it could be quite possible that ITIL/ISO 20000 framework have met your organization’s requirements.

As we move forward through these uncertain times, everyone should pause and reassess their current position regarding ISO 20000.

Re-certification should be considered now and evaluations should be done on the gaps that exists between the old and new ISO 20000 during the transition period.

Companies should also beware of the typical pitfalls related to an ISO 20000 project and determine if this certification would be beneficial for them in achieving their it service management goals.

Although many companies have achieved success with ISO 20000, some organizations might not receive it.

Therefore, ISO 20000 is not a one size fits all solution, but when implemented correctly it is sure to benefit the company in the long run.

Take control of your business: Maximize profitability and efficiency with ISO 20000 KPIs:

1) Average Response Time for Service Requests

2) Percentage of Services Meeting SLAs

3) Root Cause Analysis Tracking

4) Customer Satisfaction Rate

5) Cost Per Service Request

6) Uptime of IT Services

7) Incident Resolution Times

8) Mean Time to Recovery (MTTR)

9) Availability of Documentation and Knowledge Base

10) Staff Efficiency for Service Delivery
 

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