Interplay of ITIL and ISO 20000-1

IT Service Management

Significance IT service organizations and IT departments in organizations with complex IT structures rely on ISO 20000-1 to demonstrate their service quality. It provides evidence of cost-efficient and reliable IT service management (ITSM) to internal as well as external customers. The standard is based on the IT Infrastructure Library’s (ITIL) Best Practice approach. While ISO 20000-1 specifies the requirements for IT service management, ITIL uses Best Practices to describe a systematic, professional approach to the management of IT services.

Guiding principle Aligning processes to ITIL helps IT service organizations to identify and systematically improve the quality of IT services being offered. On this basis, Service Level Agreements (SLAs) can be agreed upon with customers. They contain measurable quality indicators and quality objectives, making them comparable.

Benefits Competitive advantages, because customers can be offered measurable and controllable service quality on the basis of SLAs From this, Operational Level Agreements (OLA) can be defined. They provide the basis for the reliable and cost-efficient delivery of IT services.

Assessment concept Assessments are conducted using an audit checklist specifically prepared by DQS, based on the requirements of ISO 20000-1 and ITIL (BIP 0015:2006, ITSM Self Assessment). The following criteria will be reviewed:

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