ISO/IEC is a business improvement tool that can help you build a resilient IT service management .. Attend a BSI Introduction to ISO/IEC PDF | On Sep 6, , Santi Cots and others published Exploring the Service Management Standard ISO ISO/IEC SMS model Introduction. Keywords Certification, IT services management, ISO , ITIL. 1. Introduction. The NBR ISO/IEC series distinguishes the best. processes practices.
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Standards can be obtained in PDF format from the BSI online shop: . ISO/IEC , the international standard for IT Service Management, attracts serious. This pocket guide is a handy reference to the key information on ISO/IEC It features an overview of the purpose of the standard and shows how to use it. ISO/IEC (abbreviated to ISO in this document) is an international standard for service management. Initiated by the two organizations itSMF.
Click here to sign up. It would be interesting to study the future evolution of certifications in the light of a larger set of data in order to compare the actual performance with the forecasts made here. Furthermore, forecasts have been made for certifications of the standard, using a logistic curve model that has proved very effective in previous studies on other management standards. Thus, Table 7 shows the GDP of the leading 15 countries in terms of ISO certifications, together with the absolute number of certifica- tions in these countries for the other three MSS considered to be most relevant. Moreover, it is worth noting the leading countries for the other standards which do not appear as leaders in the case of ISO
Thus, Table 6 shows the top 15 countries in ISO certifications, including the number of current certificates and their share of the world total.
The number of certificates is also shown for ISO From the list of leading countries for ISO , Japan stands out as the undisputed leader due to absolute number of certifications, almost doubling China in second place. This Asian leadership is confirmed by the presence of four other Asian countries South Korea, India, Taiwan and Hong Kong for a total of six of the top ten. In fact, what is impor- tant is to observe how all countries situated in first place coincide at the top of other standards, indicating that countries with a widespread diffusion of general management standards such as ISO and ISO are also leaders in the more specific field, specifically technology management, the scope of ISO and ISO To this we should also add that thos countries only appearing in the ISO list are coun- tries of a smaller size but with high technological development in services.
Specifically, Taipei, Hong Kong and Switzerland. Moreover, it is worth noting the leading countries for the other standards which do not appear as leaders in the case of ISO This may cause some one-off distortions for a particular country, but they should not be generalized.
This first exploratory analysis certainly indicates some trends, which might clearly be erroneous if the size of the different countries is not taken into account.
In order to improve the analysis, and as detailed in the methodology section, certification intensity is used. This is calculated by means of number of certificates and GDP and population size as indicators of country size.
Data from the International Monetary Found were used for this country. Thus, Table 7 shows the GDP of the leading 15 countries in terms of ISO certifications, together with the absolute number of certifica- tions in these countries for the other three MSS considered to be most relevant.
ISO certification intensities are included for these standards. For example, the Czech Republic is the country with the highest intensity in three of the four standards, whereas the United States has three of the lowest four. This parallelism is seen even more clearly if we look at only the two standards relating to technology: To this end, it is sufficient to observe the behavior of countries like Taipei, Japan and the UK.
In short, this highlights the huge impact countries can have in the diffusion of these standards when it comes to implementing laws and promotional activity. Together with this we must also bear in mind the ease with which all actors firms, consultants, certification agencies, In order to analyze this aspect, namely, the parallelism detected between implementations of the different standards, the above data were correlated, obtaining the results shown in Table 8.
This confirms the previous results, by identifying first a clear correlation between the countries with the most ISO and ISO certifications, but also a clear relationship in certification intensity for both standards. However, what is most novel is finding that there is a clear correlation between the countries with most ISO and most ISO certifications, also confirming the first findings. This should be interpreted as the coun- tries with the highest GDP being less intensive in terms of certification.
Said finding coincides with the initial perception of the great impact these regulations have in small-sized countries with great technological potential. Correlation is significant at the 0. In this respect, and as mentioned above, several previous studies  support the use of the logistic curve to model the behavior in time of the number of certifications for a particular standard. Therefore, we performed a non-linear regression to forecast the future status of ISO certifications, allowing us to determine the value of the dependent variables and obtain the equation of the logistic curve that best fits existing data.
The same exercise was conducted previously for the other refer- ence standards using ISO data, with the results provided in Table 9. Thus, we see that the behavior of both standards is perfectly modelable following the pattern of the logistic curve, confirming the predictions made by pre- vious studies while generating new forecasts for the coming years.
Specifically, the saturation level is situated at around 1,, ISO certifications in , and , ISO in Table 10 shows the characteristics of the generated model, and Figures 3 and 4 the fore- cast evolution over time. These Figures show the points representing certifications for each year and the logistic curve with the parameters obtained in the regression.
If in the exploratory analysis some similarities already detected in terms of countrywide impact, we suppose that there might also be parallels in their future evolution. Thus, for the case of ISO we observe that, with data available for the years , the model fits to a near- perfect logistic curve, as shown by the R squared of 0.
It is also observed that the saturation level for the last point is very high, this being the value of for certifications valid for , very close to the value at which certifications should be saturated, which according to the model is in According to these estimates, then, the latest data would indicate that ISO certification is at The saturation point for this standard is expected for , with nearly 25, certificates globally.
Figure 7 shows the 4 superimposed curves as percentages of their saturation points. It is easy to observe in graphic terms how the slope of the curve, which is determined by the parameter r0 of each standard, represents the speed at which each becomes saturated. A greater slope indicates fewer years to achieve this level K saturation.
Thus we have: Two very important conclusions can be drawn from this which have not been detected previously in the literature. Firstly, each new standard that has appeared on the market has undergone a signifi- cantly faster diffusion than the previous one, confirming a learning effect for the participating actors companies, consultants, certifying bodies, In fact, this diffusion of different standards together seems to reinforce the proposal that the lo- gistic curve model can, over time, be integrated into a higher order curve, with a possible fractal logistic curve appearing Modis, or a sequence of linked curves.
Within this small logistic curves would exist as components of larger logistic curves.
It may prove possible to confirm that this is precisely the case with the diffusion of different management standards. Figure 8 Logistic curves superimposed as percentage of saturation point Conclusions This paper has introduced ISO as the first international standard that defines a service management system. Initially designed for IT services, the standard can be applied to other types of services, as demonstrated by various real-life experiences.
This flexibility is one of the characteristics that can make this a standard with a promising future and a significant capacity to evolve. In fact, we have seen how certification progressed very fast up until the end of , even if this increase has slowed sharply in the past two years.
In order to explore the impact of this standard, we have conducted various analyses. From the Impact Study by continents we observe a clear dominance of Asia and Europe, with a slight downward trend in Europe and slightly increasing in Asia and North America.
In addition, it should also be noted that the leading countries in ISO certifications largely coincide with the leading countries for the other analyzed standards ISO , ISO and ISO , whether in terms of the absolute number of certifications or ISO certification intensity. Furthermore, forecasts have been made for certifications of the standard, using a logistic curve model that has proved very effective in previous studies on other management standards.
In the case of ISO , this model has also proved itself to be very strong, and we have deduced from this that, if there are no major changes in the environment, the number of certificates is already very close to anticipated saturation levels: The most interesting contribution of this paper, however, related precisely to the analysis pro- vided by these projection models, is detecting that each new standard requires much less time to reach its saturation level.
Therefore, the less diffusion a standard has with regard to the total number of certifications, the faster it approaches its saturation level. This suggests an important learning process on the part of the organizations involved companies, certifying bodies, etc.
Finally, we have also detected, as expected, that the four standards analyzed will reach their saturation level at the same time, around the year All of these contributions can be added to those of the one previous study  detected in the field on the diffusion of ISO It should be noted that said research, as a first contribution, only focused on a few selected countries, with a much shorter time period and analyzing very different aspects to this paper.
The main limitation of this study is its use of the only possible source of data, offered by a single accreditation body. While it is very prestigious, drawing together a large number of cer- tifying bodies, it does not include all of them. Thus, in each country different certifying bodies dominate or capture greater market share and as not all of them are accredited under the same scheme, there may appear isolated cases of countries with a number of certifications that do not appear in this study.
To this must be added, like all analyses in the field, the impossibility of including companies that apply this standard but are not certified. In any event, it would be desirable for future studies that ISO collect and publish certification data for ISO , thus facilitating comparisons. Finally, it is worth pointing out that further study will be required on the behavior of the stan- dard, not only to validate or refute the present research, but to do so in light of new evidence as it emerges.
It would be interesting to study the future evolution of certifications in the light of a larger set of data in order to compare the actual performance with the forecasts made here. It would also be interesting to carry out a detailed study of motivations, challenges, benefits and integration of ISO with other MS, aspects not analyzed in the literature, which could include not only companies with current certification, but also those which have abandoned certification after having it and even companies that have dismissed the idea of certification despite using the standard.
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Sandy ts2k. Mild Bill Hiccup. Crazy Ivan2. Think Fast. ISO guidelines for the service industry. Flag for inappropriate content. Related titles. Jump to Page. Search inside document. Scope Normative references Terms and definitions Service management system general requirements Design and transition of new or changed services Service delivery processes 7.
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