According to a Forbes report, IT service management is highly important to most executives and a lack of a service management approach hurts competitiveness due to too much time and money spent on ongoing maintenance and management rather than new initiatives.
A Service Management System (SMS) supports the management of the service life cycle, from planning to delivery and improvement, offering better value for customers as well as those delivering the service. It gives ongoing visibility, allowing for continual improvement in effectiveness and efficiency.
Published jointly by ISO and the International Electrotechnical Commission (IEC), the ISO/IEC 20000 series of standards provides comprehensive guidance on virtually every aspect of SMS and two key parts have just been updated.
ISO/IEC 20000-1:2018, Information technology – Service management – Part 1: Service management system requirements, specifies the requirements for an organization to establish, implement, maintain and continually improve an SMS, while ISO/IEC 20000-10:2018, Information technology – Service management – Part 10: Concepts and vocabulary, describes the core concepts and terminology for the whole ISO/IEC 20000 series.