Overview
ISO/IEC 20000 is the first international standard for IT Service Management. It is based on and is intended to supersede the earlier British Standard, BS 15000.
ISO/IEC 20000 is the first international standard for IT Service Management. It is based on and is intended to supersede the earlier British Standard, BS 15000.
IT is essential to delivering today’s business. However, concerns are increasingly being raised about IT services, both internal and outsourced, not aligning with the needs of businesses and customers.
A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice.
ISO 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework, although it equally supports other IT Service Management frameworks and approaches including Microsoft Operations Framework
The standard was first published in December 2005.
A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice.
ISO 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework, although it equally supports other IT Service Management frameworks and approaches including Microsoft Operations Framework
The standard was first published in December 2005.
Contents of Standard
ISO/IEC 20000 is published in two parts:
Part One (ISO 20000-1) is the specification for service management that covers the IT service management. It is this part, which you can be audited against, and it sets out minimum requirements that must be achieved in order to gain certification. It promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It comprises ten sections:
· Scope
· Terms & Definitions
· Planning and Implementing Service Management
· Requirements for a Management System
· Planning & Implementing New or Changed Services
· Service Delivery Process
· Relationship Processes
· Control Processes
· Resolution Processes
· Release Process
Part Two (ISO 20000-2) is the code of practice for service management, which describes the best practices for service management processes within the scope of the specification in Part 1. It comprises the same sections as Part 1 but excludes the 'Requirements for a Management system' as no requirements are imposed by Part 2.
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