Best Practices with ITIL® and ISO/IEC 20000
A New Dimension of Service Quality
In a continual improvement process chain, Wincor Nixdorf continues to increase its service quality in order remain ahead of the requirements of its customers. Wincor Nixdorf, as the de facto innovation leader in the cash handling industry, adheres to the IT Infrastructure Library (ITIL, published by the British Office of Government Commerce) and the integrated process approach to IT service management from ISO/IEC 20000.
Throughout the world, ITIL is the established reference for best-practice processes in IT service management. It describes the delivery and control of IT services throughout the lifecycle of IT systems. In line with ITIL, Wincor Nixdorf not only takes the what and the how into account when it comes to IT services but also the why:
- 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 (source: Taylor, itSMF Annual Congress)
- Wincor Nixdorf also follows the ISO/IEC 20000 standard for IT service management. The organizations ISO and IEC have established a Joint Technical Committee (ISO/IEC JTC 1) to work together on this standard. It consists of two parts combined under the title Information Technology – Service Management. Part 1 describes the formal specification of the standard, whereas part 2 defines the best practices for service management processes within the framework of the formal standard.
