What is ISO/IEC 20000-4:2012 ?

ISO/IEC 20000-4:2012 is an essential standard for information technology service management (ITSM) that provides guidance on defining and implementing the processes necessary for the delivery of high-quality IT services. It is also known as the Information Technology Service Management (ITSM) standard and is an international standard that sets out the requirements for planning, establishing, implementing, operating, monitoring, reviewing, maintaining, and improving a Service Management System (SMS).

ISO/IEC 20000-4:2012 covers a wide range of topics, including support and operation, process integration and improvement, and management of IT services. The standard emphasizes the importance of monitoring, measuring, evaluating, and reviewing IT service performance, as well as providing guidance on process integration, service reporting, and problem resolution.

ISO/IEC 20000-4:2012 plays a vital role in the IT industry by providing organizations with a structured approach to implementing an ITSM system. By aligning IT services with business objectives, organizations can gain a competitive edge, improve customer satisfaction, and achieve operational excellence. It promotes efficiency, effectiveness, and accountability in managing IT processes, resulting in enhanced service performance and increased customer trust.

In conclusion, ISO/IEC 20000-4:2012 is an important standard that provides organizations with a framework for delivering high-quality IT services. By implementing this standard, organizations can improve their IT service management capabilities, achieve better customer satisfaction, and stay ahead of the competition.