Implementing ISO 20000: proposals from learned lessons

ISO 20000 is a standard that will play, probably, a very important role in theInformation Technology (IT) service management field. However, there are not many researches focusing on it, due basically to its short history. Based on an only implementation, in a University of more than 14.000 students, this article describes nine specific proposals that will improve the standard. All of them have the main objective to have a more flexible standard, reduce implementation difficulties and basically, increase customer’s satisfaction.

Mr. Santi Cots studied Computer Engineering. Currently works in the Information Technology service at the University of Girona. He has deployed and coordinates the service management system according to ISO/IEC 20000 in the University of Girona. He is certified as ITIL Service Manager, ITIL v3 Expert, ISO/IEC 20000 Consultat / Manager and ISO/IEC 20000 Lead Auditor. He is also member of the itSMF Spanish chapter’s group on ISO 20000 diffusion. He combines his professional activity with research in the field of IT service management, quality and standardization.
Dr. Martí Casadesús Fa is a Professor in the Department of Business Management and Product Development at the University of Girona. He studied Industrial Engineering (UPC) and holds a Doctorate in Industrial engineering (UdG). He is currently director of the consolidated group GITASP (Research Group in technological innovations in the productive process) from the University of Girona, devoted to the design of new planning and management of production systems, as well as quality management. He is also one of the Spanish experts on the Technical Committee 176 of ISO (International Organization for Standardization), which is dedicated to the creation of new standards of management systems. He has been vice-dean at the Polytechnic School and vicerector for Planning & Quality at the University of Girona.

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ISO 20000; ITIL; IT Service Management; Management Standards