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2010/12/07 13:41:53

ISO/IEC 20000

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Content

ISO/IEC 20000-1:2011

ISO/IEC 20000-1:2011 confirms a certain set of requirements to the system of management of IT services. The department of service and IT outsourcing of CTI renders full range of services of technical support, consulting and managed services. The company performs a customer support in the round-the-clock mode, has the powerful automated industrial recording system and the coordination of works on requests supported with regulations of mandatory control of execution of requests of clients according to set to SLA. Based on audit the specified services supporting ITSM processes and the corresponding communications were recognized effective and conforming to requirements of the specified international standard.

ISO/IEC 20000:2005

The international standard ISO/IEC 20000:2005 is synthesis of world experience in the organization of management of IT services, defines the strict requirements and processes necessary for creation and effective use of a management system for IT services. The standard contains universal criteria by which it is possible to estimate objectively possibilities of the company at fulfillment of requirements of clients.

ISO/IEC 20000

The ISO/IEC 20000 standard consists of two parts. Part 1 determines requirements to IT service provider by the organization of providing managed services of acceptable quality to customers.

Part 2 offers the short code of practical recommendations about the organization, control and improvement of a management system for IT services for the purpose of compliance to requirements of the first part.

About certification of the organizations

Emergence of the ISO/IEC 20000 standard gave the chance to the IT companies, positioning itself as mature service providers, formally to confirm completeness and efficiency of the implemented management system for IT services by certification on compliance to requirements of the standard.

For the companies two options of certification are possible: separate certification of a management system for IT services (obtaining the certificate of ISO/IEC 20000 and right to use the corresponding logo) or expansion of a scope of the operating certification of ISO 9000 (if the company has the corresponding certification).

Certification of the organization is the choice or that for whom providing IT services – core business, or large internal IT departments in very big geographically distributed companies having high degree of dependence of business processes on IT.

In the world more than 40 official certifying authorities which book certification audit of compliance of management systems for IT services to requirements of the ISO/IEC 20000 standard are registered. The certified management systems for IT services in the world already more than 500.

About this unified register

Features of the scheme of certification do not allow to have the unified register of the certified organizations which is automatically supported in current status as each certification body maintains the register.

Part 1. List of the organizations and data on certificates

Company

The certifying / Accrediting body

Certificate number

Date of certification

Validity period

1

CTI

BSI / UKAS

ITMS 540977

17.09.2008

17.11.2011

2

IBS Datafort

LRQA / UKAS

GBG6005549/a

09.06.2006

05.06.2012

3

I-Teco

BSI / UKAS

ITMS 538925

17.09.2008

17.11.2011

4

Altai branch of Sberbank of Russia

BSI

ITMS 557011

 

 

5

Outsourcing 24

BSI / ANAB

ITMS 562001

09.07.2010

09.07.2013

6

Baikal branch of Sberbank of Russia

BSI

ITMS 563050

 

 

7

CROC

BSI / ANAB

ITMS 507783

09.06.2006

04.08.2012

8

Nienschanz

Russian register / IQNet

10.253.026

18.03.2010

18.03.2013

9

Sberbank of Russia

BSI

ITMS 511997

15.04.2007

 

10

Onlanta

BSI

ITMS 560741

 

29.09.2013

11

FTO Consulting

BSI / itSMF

ITMS 525856

03.06.2008

03.08.2011

12

Northern bank of Sberbank of Russia

BSI

ITMS 563040

18.10.2010

 

Part 2. Areas of a scope of certification

Company

Area of a scope

1

CTI

Provision of services of technical support of hardware and the software of clients according to the directory of services

2

IBS Datafort

Providing IT services according to the directory of services. Here joins: services of data center (outsourcing of IT infrastructure and applications, the managed data storage, technical support), Service Desk services, control of workstations and their support, management of networks and their support, management of applications, telecommunications, outsourcing of the mail systems, Internet services, ensuring business continuity and disaster recovery after emergencies, services in information security, audit and consulting in management of IT services, outsourcing of personnel, technical support of vendors and producers of hardware

3

I-Teco

Rendering technical support services to clients of the company

4

Altai branch of Sberbank of Russia

Provision of IT Services to the Altai bank of the Saving bank of the Rus sian Federation internal units in accordance with the IT Service Catalogue 10-17571 dated 15/12/2009

5

Outsourcing 24

Rendering services of outsourcing in the field of telecommunication and information technologies on implementation, operation, technical support, repair and service maintenance of network infrastructure, computing systems, complexes and software, lease of the equipment and software and also on carrying out audits and consulting projects in the field of planning, implementation and management of IT services and infrastructure

6

Baikal branch of Sberbank of Russia

Provision of user-defined IT Services to the units of Baikalsky Sberbank of Russia in regards to implementation and maintenance of automated banking systems

7

CROC

Rendering IT services to internal divisions of CROC-Inc. Ltd according to the current version of the directory of services and technical support of external customers of CROC-Inc. Ltd by means of the Central Technical Support Service (CTSS)

8

Nienschanz

Concerning the provided IT services in the field of design, consulting and technical support in relation to complete solutions in the field of IT (SCS, network equipment, telecommunication systems, server solutions, corporate systems of security, the all-engineering systems, an ACS, electronic document management systems, software)

9

Sberbank of Russia

Development, implementation and support of IT Services for the business units of the Head Office and Moscow Branches of the Savings Bank of the Russian Federation in accordance with latest revision of IT Service Cata logue dated 20/01/2010

10

Onlanta

Rendering services in technical support, the provided external clients and the staff of structural divisions of the company

11

FTO Consulting

Rendering services in user support of the ERP system of Microsoft Axapta

12

Northern bank of Sberbank of Russia

n/a

See Also