A2 Best practices that support CSI

There are many best practice s, standards, models and quality system s that are in use throughout the world that support CSI in one manner or another. Previous chapters introduced some of these best practices.

ISO/IEC 20000

Standard s make an enormous contribution, although very often that contribution is invisible. If there were no standards, it would soon be noticed. It is when there is an absence of standards that their importance is brought home. When products and services meet expectations, there is a tendency to take them for granted. Few people are usually aware of the role played by standards in raising levels of quality, safety, reliability, efficiency and interchangeability – as well as in providing such benefits at an economical cost.

ISO/IEC 20000-1:2005 defines the requirement s for a service provider to deliver managed services. It may be used:

• By businesses that are going out to tender for their services
• To provide a consistent approach by all service providers in a supply chain
• To benchmark IT service management
• As the basis for an independent assessment
• To demonstrate the ability to meet customer requirements
• To improve services.

There are many aspects of ISO/IEC 20000 that support CSI but the major ones are the following.

Дата добавления: 2015-10-02