What is EN ISO 20000-5:2014 ?

EN ISO 20000-5:2014 is an essential international standard that provides guidelines for implementing and managing IT service management systems (ITSMS). It focuses on the planning, design, transition, and improvement of IT services to meet the needs of an organization and its customers.

The standard is divided into five parts, each covering a different aspect of SMS implementation. These parts include:

Service Management Systems - Requirements: This part outlines the requirements for establishing, implementing, and maintaining an SMS. It includes guidelines for the development, implementation, and continuous improvement of an SMS.

Service Management Systems - Service Level Management: This part provides guidelines for setting service level targets (SLAs) and monitoring and reporting on the performance of IT services against these targets.

Service Management Systems - Asset Management: This part outlines the guidelines for identifying, tracking, and managing the assets used to deliver IT services.

Service Management Systems - Configuration Management: This part provides guidelines for managing the configuration items (CIs) used to deliver IT services.

Service Management Systems - Continual Service Improvement: This part outlines the guidelines for identifying opportunities for improvement and continuous improvement of IT services.

EN ISO 20000-5:2014 plays a crucial role in ensuring the effectiveness, efficiency, and quality of IT services. By following the guidelines set forth in the standard, organizations can improve their IT service management practices, enhance customer satisfaction, and achieve operational excellence.

In conclusion, EN ISO 20000-5:2014 is an essential international standard that can help organizations establish, maintain, and continuously improve their IT service management systems. By following the guidelines outlined in the standard, organizations can achieve operational excellence and enhance customer satisfaction.