Implementing Service Management Standards: Motivations and Key Factors

  • Cots SantiEmail author
  • Casadesús Martí
Part of the Measuring Operations Performance book series (MEOP)


This chapter analyses the motivations and key factors reported by organizations after successfully implementing a service management system according to the ISO 20000 standard. ISO 20000 (approved in 2005 and revised in 2011) defines the requirements for implementing a standardized service management system, and has a form similar to the pre-existing general quality management standards while adapting its contents to standardize Information Technologies Service Management practices, although there is nothing to prevent it being used in other service management fields. The research is based on a survey that was answered by 105 ISO 20000 certified, Spanish organizations. It enables the profile of these organizations, as well as their main reasons for, and key factors when, implementing the standard, to be characterized. Motives are divided into external and internal factors and, as such, reveal the predominance of external reasons when deciding to implement certification. Furthermore, some key factors in successfully implementing the standard are highlighted, especially in terms of management and staff involvement. Other specific factors have also been analysed: such as the norms with which it is integrated, and the reasons why some organizations abandon the certificate. This research is the first reported in the literature to deal with two fundamental issues related to the implementation of the ISO 20000 standard: the reason behind implementing the standard and what the key factors in its adoption are.


ISO 20000 ITIL ITSM Management standards Service quality Service management 


  1. Bernardo M (2012) Quality management and beyond: the current situation and future perpectives. Documenta Universitaria, GironaGoogle Scholar
  2. Bitner MJ, Brown SW, Meuter ML (2000) Technology infusion in service encounters. J Acad Mark Sci 28(1):138–149CrossRefGoogle Scholar
  3. Buttle F (1997) ISO 9000: marketing motivations and benefits. Int J Qual Reliab Manage 14(9):936–947CrossRefGoogle Scholar
  4. Cañadas I, Sánchez A (1998) Categorías de respuesta en escalas tipo Likert. Psicothema 10:623–631Google Scholar
  5. Casadesús M, Karapetrovic S (2005) The erosion of ISO 9000 benefits: a temporal study. Int J Qual Reliab Manage 22(2):120–136CrossRefGoogle Scholar
  6. Casadesús M, Giménez G, Heras I (2001) Benefits of ISO 9000 implementation in Spanish industry. Eur Bus Rev 13(6):327–336CrossRefGoogle Scholar
  7. Casadesús M, Heras I, Karapetrovic S (2008) The 9000 with the 9000: an analysis of the impact of the ISO 9000 standard in Catalonia, CIDEM, BarcelonaGoogle Scholar
  8. Casadesús M, Karapetrovic S, Heras I (2011) Synergies in standardized management systems: some empirical evidence. TQM J 23(1):73–86CrossRefGoogle Scholar
  9. Castka P, Corbett CJ (2015) Management systems standards: diffusion, impact and governance of ISO 9000, ISO 14000, and other management standards. Found Trends Technol Inf Oper Manage 7(3–4):161–379Google Scholar
  10. Corbett CJ, Luca AM, Pan J-N (2003) Global perspectives on global standards. In: ISO management systems. No. January–February, pp 31–40Google Scholar
  11. Cots S (2014) Impacto de ISO 20000. Un estudio empírico, Documenta Universitaria, GironaGoogle Scholar
  12. Cots S, Casadesús M (2013) Implementing ISO 20000: proposals from learned lessons. TMQ Tech Methodol Qual 4:12–31Google Scholar
  13. Cots S, Casadesús M (2015) Exploring the service management standard ISO 20000. Total Qual Manage Bus Excell 26(5–6):515–533CrossRefGoogle Scholar
  14. Davis MM, Spohrer JC, Maglio PP (2011) How technology is changing the design and delivery of services. Oper Manage Res 4(1–2):1–5CrossRefGoogle Scholar
  15. Disterer G (2012) Why firms seek ISO 20000 certification—a study of ISO 20000 adoption. In: ECIS 2012 proceedings, Barcelona, Spain, Paper 31Google Scholar
  16. Gotzamani KD, Tsiotras GD (2002) The true motives behind ISO 9000 certification: their effect on the overall certification benefits and long term contribution towards TQM. Int J Qual Reliab Manage 19(2):151–169CrossRefGoogle Scholar
  17. Gupta A, McDaniel JC, Herath SK (2005) Quality management in service firms: sustaining structures of total quality service. Manage Serv Qual 15(4):389–402CrossRefGoogle Scholar
  18. Karapetrovic S, Casadesús M, Heras I (2006) Dynamics and integration of standarizaed systems. Documenta Universitaria, GironaGoogle Scholar
  19. Karapetrovic S, Casadesús M, Heras I (2010) What happened to the ISO 9000 lustre? An eight-year study. Total Qual Manage Bus Excell 21(3):245–267CrossRefGoogle Scholar
  20. Marimon F, Casadesús M, Heras I (2006) ISO 9000 and ISO 14000 standards: an international diffusion model. Int J Oper Prod Manage 26(2):141–165CrossRefGoogle Scholar
  21. Psomas EL (2013) The impact of ISO 9001 effectiveness on the performance of service companies. Manage Serv Qual 23(2):149–164CrossRefGoogle Scholar
  22. Psomas EL, Fotopoulos CV, Kafetzopoulos DP (2011) Motives, difficulties and benefits in implementing the ISO 14001 Environmental Management System. Manage Environ Qual Int J 22(4):502–521CrossRefGoogle Scholar
  23. Radovanovic D, Sarac M (2011) Necessity of IT service management and IT governance. In: MIPRO, 2011 proceedings of the 34th international convention, Opativa, pp 1430–1433Google Scholar
  24. Simon A, Karapetrovic S, Casadesús M (2012) Difficulties and benefits of integrated management systems. Ind Manage Data Syst 112(5):828–846CrossRefGoogle Scholar
  25. Stamenkov G, Dika Z (2015) A sustainable e-service quality model. J Serv Theory Pract 25(4):414–442Google Scholar
  26. Tarí JJ, Heras I, Pereira J (2013) Internalization of quality management in service organizations. Manage Serv Qual 23(6):1Google Scholar

Copyright information

© Springer International Publishing AG 2018

Authors and Affiliations

  1. 1.Servei InformàticUniversitat de GironaGironaSpain
  2. 2.Departament d’Organització, Gestió Empresarial i, Desenvolupament de ProducteUniversitat de GironaGironaSpain

Personalised recommendations