Identification and Prioritization of ISO/IEC 20000 Implementation Critical Success Factors

As Quality Management gets more and more specialized, new standards are being introduced and developed for various divisions of Industry and Service Delivery. ISO/IEC20000, the first independent standard in the era of IT Service Management, has been developed with a process oriented approach. This standard is a set of integrated management processes, put together to provide IT services to customers and businesses, and has become a complementary set to ITIL. Information Technology improvements, has made IT Service quality a competitive advantage for organizations. Identifications and prioritization of Critical Success factors during implementation of ISO/IEC 20000 is so important that made evaluation of organizations for implementing this standard achievable. In this research, which has been studied on Tehran Municipality 137 department, Critical Success factors have been identified and prioritized in the first place, and then a model for evaluating organization readiness to achieve the standard is provided, by studying MTNIrancell and Arya Hamrah Samaneh companies’ conditions.

Keywords:

Critical Success Factors , IT Service Management , Quality Management , ISO/IEC 20000 , ITIL