ISO/IEC 20000-1:2011 is the international best practice standard for ITSM. All requirements in ISO/IEC 20000 are generic and are applicable to all service providers, irrespective of the size, type or the nature of the services that are delivered.
This enables organization to benchmark the delivery of managed services, assess performance levels and measure SLAs provided. This standard of service management systems is broadly based on ITIL set processes. ISO/IEC 20000s consists of several parts of which the first main part provides requirements for ITSM. This is majorly defined for those responsible for initiating, implementing or maintaining ITSM thus providing specifications for service management systems (SMS) in their organisation. Organizations can have their ITSM independently certified that they adhere to the standards of ISO/IEC 20000-1:2011. Certification permits managed services organizations to assure clients that their IT environments will be well managed, and enables outsourcing organizations to assure clients that they will receive high-quality IT services.
Tata Communications’ ISO/IEC 20000-1:2011 certification is the culmination of meeting a number of requirements that comprises successful implementation of documentation and records management; a customer-first approach; and a complete establishment of well-defined policy, planning, and implementation. It consists of a number of specifications, including Requirements for a Management System, Planning and Implementing of Services, Service Delivery Process, Relationship Processes, Control Processes, Resolution Processes, and Release Process.