A&T Global IT Consulting ISO/IEC 20000 Certification Guide
The A&T Global IT Consulting ISO/IEC 20000 Certification Guide outlines how organizations can transition from a reactive IT approach to a structured, repeatable Service Management System (SMS) to achieve excellence in IT Service Management (ITSM). Key takeaways from the guide include: The Standard (ISO/IEC 20000-1): Unlike Part 2, which offers recommendations, Part 1 dictates the explicit, mandatory requirements for a certifiable SMS. It provides a global benchmark to ensure an organization’s service desk can handle unexpected infrastructure failures seamlessly. Tangible Benefits: Achieving certification helps optimize bottom lines by reducing critical (Sev-1) outages, bypassing lengthy vendor qualification questionnaires, maintaining accurate configuration data, and outlining clear staff accountability. It also acts as a vital competitive advantage during enterprise procurement RFPs. The Role of SLAs: Service Level Agreements (SLAs) function as the operational backbone o...