ISO 20000 is like a rule book for IT. It helps companies make sure their IT Service Management (ITSM) is top-notch. Think of it as a guide to providing great IT services to your customers.
Getting ISO 20000 Certification shows that a company knows what it's doing. It means they follow best practices for IT. This builds trust with customers and helps win new business.
ITIL is a framework that many companies use to improve their IT. It's not a standard like ISO 20000, but it works well with it. ITIL gives you the 'how', and ISO 20000 helps you prove you're doing it right.
The Service Management System (SMS) is the engine that makes it all work. It's all the processes and procedures that you have in place. ISO 20000 helps you build a great SMS.
At the heart of it all is Service Delivery - making sure your services meet customer needs. ISO 20000 helps ensure your delivery is consistent and high quality.
Things go wrong! Incident Management is about getting things back to normal quickly. Problem Management is about figuring out why things went wrong in the first place and stopping it from happening again.
IT is always changing. Change Management helps make sure those changes happen smoothly and don't cause problems.
A Service Level Agreement (SLA) is a promise. It tells customers what kind of service they can expect. ISO 20000 helps you deliver on those promises.
Don't stand still! Continual Service Improvement (CSI) means always looking for ways to make things better.
The Service Desk is where customers go when they need help. It's important that the service desk is well-run to make sure customer issues are handled fast.
Configuration Management means keeping track of all your IT stuff - computers, software, everything. This helps with problem solving and planning.
Release Management is about getting new software and updates out to users smoothly and safely.
The ISO 20000 Standard itself outlines all the requirements for an effective SMS. It's the blueprint for achieving certification and improving your IT service management.