ISO / IEC 20000 - IT Service Management
Overview of
ISO
/ IEC 20000
ISO/IEC 20000 is the first
international standard for IT
Service Management. It was
developed in 2005, by the BSI
Group. It is based on and
intended to supersede the
earlier, BS 15000.
What is
ISO/IEC 20000?
ISO/IEC 20000 is the first
worldwide standard specifically
aimed at IT Service Management.
It describes an integrated set
of management processes for the
effective delivery of services
to the business and its
customers.
ISO/IEC 20000 is aligned with
and complementary to the process
approach defined within ITIL
from the Office of Government
Commerce (OGC).
ISO/IEC 20000 consists of two
parts:
ISO/IEC 20000-1:2005 is the
formal Specification and defines
the requirements for an
organisation to deliver managed
services of an acceptable
quality for its customers.
The scope includes:
-
Requirements for a management
system;
-
Planning and implementing
service management;
-
Planning and implementing new or
changed services;
-
Service delivery process;
-
Relationship processes;
-
Resolution processes;
-
Control processes; and
-
Release processes.
ISO/IEC 20000-2:2005 is the Code
of Practice and describes the
best practices for Service
Management processes within the
scope of ISO/IEC 20000-1. The
code of Practice will be of
particular use to organisations
preparing to be audited against
ISO/IEC 20000 or planning
service improvements.
Who is
it relevant to?
ISO/IEC 20000 is applicable to
any organization, large or
small, in any sector or part of
the world which relies on IT
services. The standard is
particularly suitable for
internal IT service providers,
such as IT departments, and
external IT service providers,
such as IT outsourcing
organizations.
The standard is already making a
positive impact in some of the
leading IT-dependent sectors,
such as the business process
outsourcing, telecommunications,
finance and public sectors.
What is
ISO/IEC 20000 Certification?
ISO/IEC 20000 is increasingly
seen as the quality standard for
IT Service Management and many
companies are striving to adopt
ISO/IEC 20000, not only for
their own benefit but also to
help qualify and choose
suppliers and partner
organisations.
Any organisation is able to
claim compliance with an
industry standard such as ISO/IEC
20000 and may put such claims in
their documentation and other
collateral.
However, it is clearly more
valuable for such claims to be
independently verified as part
of a formal certification
scheme. ISO 9000 and
ISO 27001
are examples where such
certification schemes have
already been established.
Many
accredited certification bodies
offers ISO/IEC 20000 IT
Service Management Certification
Scheme (the scheme) which
provides this independent
verification against ISO/IEC
20000. Operation of the scheme
is closely monitored by
these
certification bodies to
ensure consistency of
implementation.
Any organisation wishing to be
formally certified against the
scheme will need to be assessed
by an Registered Certification
Body (RCB). Once the
requirements of ISO/IEC 20000
have been satisfied, the RCB
will issue a certificate of
conformance and the organisation
will be eligible to use the ISO/IEC
20000 logo as a sign of their
achievement and may also request
a listing on this web site,
enabling instant verification by
visitors.
ISO / IEC
20000 - Framework
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