The benefits that an organization may get out of the application of ISO 9001 and its certification are mostly based on the management’s intentions of selecting this standard. However, following examples provide some direction about what the ISO 20000-1 can give the organizations in terms of its benefits
“It is our practice to understand the benefits that our customers want by applying ISO 20000-1 and then design the system in a way to help the organization to realize these benefits”.
An ISO 20000-1 certified service organization is considered to be more reliable than the other similar organizations that are not certified. The certification is globally accepted and is gained by large as well as small organizations hence bring an equality in terms its positioning of brand reliability per say. The certification adds up to the brand recognition.
The criteria prescribed by the ISO 20000-1 standard requires organizations to develop processes that bring consistency in service operations and support. The continual improvement efforts are mostly focused towards building efficiency in these processes. Over a period of time the organization witness improvement in the consistency within the business processes as well as the overall efficiency.
Interested parties of an organization include its customers, owners, employees, suppliers, bankers, etc. All these have certain expectations in terms of the performance of the organization. Due to the improved consistency of the organization after application of ISO 20000-1 based service management system, the organization performance becomes more and more reliable. As a result the trust level and confidence of all these interested parties get a boost.
The 13 processes prescribed by ISO 22301 brings a structured approach in terms of managing service operations and support that includes management of customer requests and service incidents. The other processes that deeply integrate intro these core processes are information security, service continuity and availability, release and deployment of service components amongst other. Overall structure helps the service provider to professionally manage service delivery and support.