Benefits of ISO 20000 IT service management certification

Santi Cots (), Martí Casadesús and Frederic Marimon
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Santi Cots: Universitat de Girona
Martí Casadesús: Universitat de Girona
Frederic Marimon: Universitat International de Catalunya

Information Systems and e-Business Management, 2016, vol. 14, issue 1, No 1, 18 pages

Abstract: Abstract This paper explores the benefits organizations perceive that they have attained by their ISO 20000 service management system standard certification. The paper proposes a classification of benefits and tests the relationship between that classification and general satisfaction with the standard. The study is based on 105 responses to ISO-20000-certified organisations survey in Spain. After a descriptive analysis of the sample, a structural equation model is designed to test the hypotheses presented. According to the model, ISO 20000 benefits can be divided into those which are internal and those which are external. The variables that best define each type are identified. Moreover, those benefits are shown to be related to general satisfaction with ISO 20000 certification. The findings can be extended to other IT service management standards such as ITIL.

Keywords: ISO 20000; ITIL; IT service management; Management standards; SEM; Service quality (search for similar items in EconPapers)
Date: 2016
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DOI: 10.1007/s10257-014-0271-2

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