What is ISO 20000-3:2018?

ISO (International Organization for Standardization) 20000-3:2018 is a globally recognized standard that sets guidelines and provides best practices for establishing, implementing, maintaining, and continually improving an effective IT service management system (ITSMS). It specifically focuses on the scope and applicability of IT services, as well as the relationship between different service providers involved in the delivery of those services. The standard offers organizations a framework to ensure the quality, efficiency, and effectiveness of their IT service management processes.

Scope and Applicability

ISO 20000-3:2018 covers the requirements for planning and implementing IT service management systems in organizations that provide IT services. Its scope includes both internal IT service providers within organizations and external ones. This standard is applicable to any size or type of organization that aims to enhance customer satisfaction by delivering high-quality IT services consistently. It incorporates ITIL (Information Technology Infrastructure Library) principles, emphasizing the alignment of IT services with the organization's overall business objectives.

Establishing an ITSMS

Implementing ISO 20000-3:2018 requires organizations to establish a comprehensive IT service management system (ITSMS). This involves defining the scope of IT services, identifying service providers and stakeholders, and setting clear objectives and targets for IT service management. It also requires organizations to document processes, perform risk assessments, and establish a continual improvement process to monitor and optimize the IT service management system.

Benefits of ISO 20000-3:2018 Compliance

Complying with ISO 20000-3:2018 brings numerous benefits to organizations. Firstly, it helps improve the efficiency and effectiveness of IT service management processes, leading to greater customer satisfaction. It promotes a culture of continuous improvement within the organization, ensuring that IT services are regularly reviewed and enhanced. Additionally, ISO 20000-3:2018 compliance enables organizations to demonstrate their commitment to delivering high-quality IT services, enhancing their reputation and competitive advantage in the market.