What is ITSM and ISO/IEC 20000? The delivery of IT services is critical for today’s successful business. IT Service Management (ITSM) is a proven best practice approach to the management of IT service provision to users and customers, both internal and external. It is a function of an organization which can be measured and continually improved through a professional management system.

The standard ISO/IEC 20000 (formerly known as the British Standard, BS 15000) was developed to meet the needs of the wider international audience and to provide a common understanding of the management of IT services and replaces British Standard, BS 15000.

ISO/IEC 20000 comes in two parts and enables service providers to understand how to enhance the quality of service delivered to their customers.

• Part 1 of ISO/IEC 20000 Information technology service management specification provides the requirements of ITSM and is relevant to those responsible for initiating, implementing or maintaining IT service management in their organization.
• Part 2 of ISO/IEC 20000 Information technology service management code of practice gives guidance to internal auditors and assistance to service providers planning service improvements or preparing for audits against ISO/ISO 20000-1.

To help organizations improve their service delivery and to help assess how their IT service management processes compare with those described in the standard ISO/IEC 20000, BSI British Standards has launched an online self-assessment tool for ITSM - ISO/IEC 20000 Quick-Check.

ISO/IEC 20000 Quick-Check

ISO/IEC 20000 Quick-Check is the new self-assessment tool giving you confidence in IT service management systems (ITSM) and ISO/IEC 20000.

ISO/IEC 20000 Quick-Check is the NEW online and PDA-accessible IT service management product from BSI British Standards. ISO/IEC 20000 Quick Check has been developed so that you have an efficient and effective means of checking how your IT service management system measures up.

ISO/IEC 20000 Quick-Check uses a series of questions to interrogate your IT service management system against best practice standard ISO/IEC 20000. ISO/IEC 20000 Quick-Check helps you to identify where your IT service management system is working well and where the system needs attention.

ISO/IEC 20000 Quick-Check - What it can do for you

• Provide you with a series of questions (based on the IT Service Management Self-assessment Workbook (BIP 0015) to help you through a comprehensive review of your IT service management system
• Give you an appreciation of how your IT service management system is performing against the standard ISO/IEC 20000
• Access to the relevant standards and guidance so that you have the latest information at your fingertips either on your desktop or hand-held device
• Help you identify IT service management risks and gaps so that you can update your processes and procedures to ensure that your organization follows best practice
• Add value to your business by demonstrating good governance practices

ISO/IEC 20000 Quick-Check - Features

1. A series of questions referencing the standard ISO/IEC 20000
2. For each question you have the option to add any comments or evidence
3. Easy to understand and user-friendly web-based software – all you need is a browser and access to the internet
4. Direct electronic access to a library of the full-text standards and guidance
5. Assessments can be stored and updated as required
6. Complete assessments at your own pace and you can retrieve them at any time, giving you flexibility of use
7. An auto-generated summary and recommendations function in the form of two types of reports – Detailed Report and Report Summary
8. Available online and accessible through your PC or on hand-held PDA – an easy and convenient tool for use in different locations and across sites.
9. Technical support team to help you with any training or technical issues you may encounter during your subscription