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LiveTime Service
Manager |
ISO/IEC 20000 Compliance
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ISO/IEC 20000 Compliance
LiveTime Service Manager
supports industry standards such
as ISO/IEC 20000 and best
practices such as ITIL to help
you develop a sustainable and
continuous service management
capability. LiveTime Service
Manager enables you to
demonstrate compliance in many
of the mandatory ISO/IEC 20000
Service Management process areas
including service level
management and reporting,
incident, problem, configuration
and change management.
Best Practice
The ISO/IEC 20000 IT Service
Management standard builds on
the world-wide success of ITIL
and the BS 15000 standard.
Unlike the ITIL framework where
organizations are free to
'adopt' and 'adapt' the
implementation of the
guidelines, the ISO standard
contains a set of strict
'controls' that must be
implemented and audited by an
external ISO/IEC 20000
Registered Certification Body
before being certified. The
benefits of certification
include improved quality of
service and increased business
and customer confidence.
Foundations for the
Future
ISO/IEC 20000 forms a foundation
on which enterprises can build a
common vocabulary and integrated
processes. Integrated processes
are particularly important in a
multi-sourced environment, where
different vocabularies and
processes can result in
misunderstandings, poor hand-overs
and service-quality issues.
According to Gartner, "the new
ISO/IEC 20000 standard is set to
become a cornerstone for
improving the management of
external service providers."(1)
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Real Business Processes
ISO/IEC 20000 concerns itself
with the processes (including
the policies, documentation,
roles and responsibilities)
associated with service delivery
and support. There are 21
individual processes contained
within eight different process
groups. LiveTime Service Manager
assists with at least six out of
the thirteen Service Management
processes, including:
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Service Delivery Processes -
service level management and
service reporting
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Resolution Processes -
Incident and Problem
Management
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Control Processes - Change
and Configuration Management
Through automated IT controls
and extensible workflows,
LiveTime Service Manager will
help align an organization's IT
services with the needs of the
business and its customers.
ISO/IEC 20000 improvement
efforts implemented via LiveTime
Service Manager can be done so
with the peace of mind that that
they have been done with ITIL
and ISO 20000 as a frame of
reference and baseline. |
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