What is ISO-IEC TS 20000-21:2019?

ISO-IEC TS 20000-21:2019 is a technical specification developed by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC). It provides guidelines for implementing IT Service Management (ITSM) based on the ISO/IEC 20000 series standards.

Benefits of ISO-IEC TS 20000-21:2019

Implementing ISO-IEC TS 20000-21:2019 brings several advantages to organizations. Firstly, it ensures that IT services are aligned with business requirements, improving overall customer satisfaction. Secondly, it helps organizations establish effective IT governance and risk management frameworks, ensuring the integrity and confidentiality of sensitive data. Additionally, it promotes continual improvement by providing a systematic approach for monitoring, measuring, and analyzing service performance metrics.

Key Components of ISO-IEC TS 20000-21:2019

The main components of ISO-IEC TS 20000-21:2019 include:

Requirements for establishing and maintaining an ITSM system: This section covers the necessary steps to implement an ITSM system, including defining its scope, objectives, and policies. It also outlines the documentation requirements and the need for continual improvement.

Guidance on service management processes: This part provides detailed guidance on key processes such as incident management, problem management, change management, and service level management. It outlines best practices for each process and highlights the importance of integration and coordination between them.

Measurement and monitoring of ITSM performance: ISO-IEC TS 20000-21:2019 emphasizes the need for organizations to establish performance metrics and indicators to measure the effectiveness and efficiency of the ITSM system. It provides guidance on designing performance measurement frameworks and conducting regular audits.

Conclusion

ISO-IEC TS 20000-21:2019 is a valuable technical specification that aids organizations in implementing effective IT Service Management systems. By aligning IT services with business needs, improving governance and risk management, and promoting continual improvement, it enables organizations to deliver high-quality services and enhance customer satisfaction.