An organizations expectation of what an IT service provider does for them is continuously growing. Employees are most satisfied when being productive and increasingly productivity is dependent on efficient and effective IT service delivery. IT service delivery therefore must be agile and move at the same speed as the business.

The ISO 20000 ITSM ensures an organisation’s processes are aligned with international best practice, as well as the needs of the organisation itself. This standard helps organisations benchmark how their managed services are delivered, and how they can measure the service levels and assess their performance. This includes the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value.

Benefits of implementing an IT Service Management System include;

• Decrease in number of incidents and enhancement of incident management
• Increased customer satisfaction with quality and timely service delivery
• Better comprehension of responsibilities and business targets
• Ability to manage and protect the organization, assets, stakeholders and management
• Improving organization reliability, credibility and trust.
• Improvement of response times with minimal disruptions to IT service
• Effective cost management and financial saving
• Ensured continual improvement
• Compliance to legal and other requirements