ISO 20000 is a global standard that describes the requirements for an information technology service management (ITSM) system. The standard was developed to mirror the best practices described within the IT Infrastructure Library (ITIL) framework. ISO 20000 also supports other frameworks, such as Microsoft's Operations Framework.
ISO 20000 is comprised of two parts: a specification for IT Service Management (ISO 20000-1) and a code of practice for service management (ISO 20000-2).
ISO 20000 was formerly called BS 15000 and was developed by the British Standards Institutions (BSI), an international standards, testing and certification organization.
ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.
ISO 20000 is comprised of two parts: a specification for IT Service Management (ISO 20000-1) and a code of practice for service management (ISO 20000-2).
ISO 20000 was formerly called BS 15000 and was developed by the British Standards Institutions (BSI), an international standards, testing and certification organization.
ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.
Formally: ISO/IEC 20000-1:2011 ('part 1') includes "the design,
transition, delivery and improvement of services that fulfil service
requirements and provide value for both the customer and the service
provider. This part of ISO/IEC 20000 requires an integrated process
approach when the service provider plans, establishes, implements,
operates, monitors, review, maintains and improves a service management
system (SMS).". The 2011 version (ISO/IEC 20000-1:2011) comprises nine
sections:
- Scope
- Normative references
- Terms and definitions
- Service management system general requirements
- Design and transition of new or changed services
- Service delivery processes
- Relationship processes
- Resolution processes
- Control processes
ISO/IEC 20000-2:2012 provides guidance on the application of service
management systems (SMS) based on the requirements in ISO/IEC
20000-1:2011.
ISO/IEC TR 20000-3:2009 provides guidance on scope definition,
applicability and demonstration of conformance for service providers
aiming to meet the requirements of ISO/IEC 20000-1, or for service
providers who are planning service improvements and intending to use
ISO/IEC 20000 as a business goal. It supplements the advice in ISO/IEC
20000-2, which provides generic guidelines for implementing an SMS in
accordance with ISO/IEC 20000-1.
ISO/IEC TR 20000-4:2010 is intended to facilitate the development of a
process assessment model according to ISO/IEC 15504 process assessment
principles. ISO/IEC 15504-1 describes the concepts and terminology used
for process assessment. ISO/IEC 15504-2 describes the requirements for
the conduct of an assessment and a measurement scale for assessing
process capability.
ISO/IEC TR 20000-5:2010 is an exemplar implementation plan providing
guidance to service providers on how to implement a service management
system to fulfil the requirements of ISO/IEC 20000-1 or for service
providers who are planning service improvements and intending to use
ISO/IEC 20000 as a business goal. It could also be useful for those
advising service providers on how to best achieve the requirements of
ISO/IEC 20000-1.
ISO/IEC 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 and components of ISACA's COBIT framework. The differentiation between ISO/IEC 20000 and BS 15000 has been addressed by Jenny Dugmore.[3][4]
The standard was first published in December 2005. In June 2011, the ISO/IEC 20000-1:2005 was updated to ISO/IEC 20000-1:2011. In February 2012, ISO/IEC 20000-2:2005 was updated to ISO/IEC 20000-2:2012.
The standard was first published in December 2005. In June 2011, the ISO/IEC 20000-1:2005 was updated to ISO/IEC 20000-1:2011. In February 2012, ISO/IEC 20000-2:2005 was updated to ISO/IEC 20000-2:2012.
The Benefits of ISO 20000 Implementation:
Implementation of ISO 20000 brings with it many benefits and advantages. These will fo course differ from organization to organization. However, the following list is a pretty good representation of the common results:
1. Alignment of information technology services and business strategy.
2. Creation of a formal framework for current service improvement projects
3. Provides a benchmark type comparison with best practices
4. Creates competitive advantage via the promotion of consistent and cost-effective services.
5. By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture.
6. Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprize operational processes.
7. Reduction of risk and thus cost in terms of external service receipt
8. Through the creation of a standard consistent approach, aids major organizational changes.
9. Enhanced reputation and perception
10. Fundamental shift to pro-active rather than re-active processes
11. Improved relationship between different departments via better defninition and more clarity in terms of responsibility and goals.
12. Creation of a stable framework for both resource training and service management automation.
Implementation of ISO 20000 brings with it many benefits and advantages. These will fo course differ from organization to organization. However, the following list is a pretty good representation of the common results:
1. Alignment of information technology services and business strategy.
2. Creation of a formal framework for current service improvement projects
3. Provides a benchmark type comparison with best practices
4. Creates competitive advantage via the promotion of consistent and cost-effective services.
5. By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture.
6. Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprize operational processes.
7. Reduction of risk and thus cost in terms of external service receipt
8. Through the creation of a standard consistent approach, aids major organizational changes.
9. Enhanced reputation and perception
10. Fundamental shift to pro-active rather than re-active processes
11. Improved relationship between different departments via better defninition and more clarity in terms of responsibility and goals.
12. Creation of a stable framework for both resource training and service management automation.
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