ITIL® & ISO/IEC 20000

Under way to a new dimension of service quality

As an innovative provider of services, Wincor Nixdorf sees internal and external IT service management in an end-to-end lifecycle. Our IT service management is oriented to the de facto standard ITIL® with its best-practice processes and to ISO/IEC 20000 with its integrated process approach.

Wincor Nixdorf follows the ITIL® paradigm when managing IT services, considering not only what and how but also why.
With this strategic orientation in IT service management, Wincor Nixdorf runs through a continual improvement process to deliver service quality and constantly meet the requirements of its customers and their business.


IT Infrastructure Library, ITIL®

ITIL® is the worldwide de facto reference for best-practice processes in IT service management. It describes the management and delivery of IT Services in the context of the lifecycle of those services.

Wincor Nixdorf strategically orients its service management to ITIL® in line with the following new publications:

• Service Strategy with the process perspectives:
  Market, assets, financials, services portfolio, demand management and more
• Service Design with the process perspectives:
  Service catalog, service level management, capacity management, availability management, IT service continuity management, information security management, supplier management and more
• Service Transition with the process perspectives:
  Planning & support, change management, service asset & configuration management, release & deployment management, service validation & testing, evaluation and knowledge management
• Service Operation with the process perspectives:
  Event and incident management, request fulfillment, problem management, access management
• Continual Service Improvement with the process perspectives:
  7-step improvement process, service reporting, service measurement, return on investment and business questions, service level management

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Source: Taylor, itSMF congress 2006

ITIL® is published by the Office of Government Commerce (OGC)

ISO/IEC 20000

The two organizations ISO and IEC have established a Joint Technical Committee – ISO/IEC JTC 1 – to work together on the ISO/IEC 20000 standard.
The ISO/IEC 20000 standard consists of two parts combined under the title “Information Technology – Service Management”:

• Part 1: „Specification“
  - formal specification of the standard
• Part 2: „Code of Practice“
  - explanation of best practices for service management processes within the formal standard