Saving money, pleasing customers and getting the most out of technologies are just some of the benefits of an IT service management system (SMS). A new handbook provides guidance on how to get the best out of an SMS, in particular using ISO/IEC 20000.

ISO/IEC 20000, IT service management – Service management – A practical guide mainly relates to ISO/IEC 20000-1, Information technology – Service management – Part 1: Service management system requirements, the industry’s key International Standard for an IT SMS. It provides an easy-to-use overview of what is required to implement the standard effectively and proposes other standards and frameworks that can be used to fulfil the requirements.

Dr Suzanne Van Hove, who was involved in the development of the guide, said it is intended for those less familiar with the standard and who would benefit from clear information in non-technical language.

“Implementing an SMS in a structured way brings many benefits to an organization such as greater efficiencies and improved customer relations, but it should not be an added burden,” she said.

“This new handbook shows how ISO/IEC 20000 is relevant in today’s digital environment and how it fits nicely with popular SMS methodologies such as Lean, Agile and DevOps.”

ISO/IEC 20000, IT service management – Service management – A practical guide enables the implementation of practices that are beneficial and add value to an organization in a clear and proficient manner. It is descriptive and inclusive, as it takes into account the specific needs of an organization and allows them to adapt it how they see fit.

The handbook features three main sections: a practical guide to the implementation of ISO/IEC 20000-1; ways of measurably improving an organization’s service management processes including aspects such as process maturity, company culture and communication; and guidance on the use of other standards and frameworks in combination with the ISO/IEC 20000 series.

It was developed by ISO and the International Electrotechnical Commission (IEC) joint technical subcommittee ISO/JTC 1/SC 40, IT Service Management and IT Governance, whose secretariat is held by Standards Australia, ISO’s member for Australia. It is available for purchase from your national ISO member or through theISO Store.