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Benefits of ISO 20000 IT service management certification

Author

Listed:
  • Santi Cots

    (Universitat de Girona)

  • Martí Casadesús

    (Universitat de Girona)

  • Frederic Marimon

    (Universitat International de Catalunya)

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.

Suggested Citation

  • Santi Cots & Martí Casadesús & Frederic Marimon, 2016. "Benefits of ISO 20000 IT service management certification," Information Systems and e-Business Management, Springer, vol. 14(1), pages 1-18, February.
    • Handle: RePEc:spr:infsem:v:14:y:2016:i:1:d:10.1007_s10257-014-0271-2
    DOI: 10.1007/s10257-014-0271-2
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    References listed on IDEAS

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    2. Inaki HERAS-SAIZARBITORIA & German ARANA & Eduardo SAN MIGUEL, 2010. "An Analysis of the Main Drivers for ISO 9001 and other Isomorphic Metastandards," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 11(4), pages 562-574, October.
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    4. Georg Disterer, 2009. "ISO 20000 for IT," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 1(6), pages 463-467, December.
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