QMS Development: ITIL & ISO 20000 for IT Professional Services
Quality Management and IT departments develop processes with respect to ITIL & ISO 20000. ISO 20000 promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. ISO 20000 was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework, although it equally supports other IT Service Management frameworks and approaches including Microsoft Operations Framework.
Basic directions for improvement:
Control Processes
- Configuration management (The following Configuration Items encompass all of the elements required to deliver IT services: Hardware, Software, Communications/Network, Location, Documentation, Services.)
- Change management
Resolution Process
- Incident and problem management
Planning and Implementing Service Management
- Plan Service management (Plan)
- Implement service management and provide the services (Do)
- Monitoring, measuring, and reviewing (Check)
- Continuous improvement (Act)
Service Delivery Processes
- Service level management
- Service reporting
- Service continuity and availability management
- Capacity management
- Information security management
Relationship Processes
- Business Relationship management
- Supplier management