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ISO20000
- The IT
Service
Management
Standard
ISO 20000 is
the new
international
IT
Service
Management
standard
that enables
IT
organizations
(whether
in-house,
outsourced
or external)
to ensure
that their
IT service
management
processes
are aligned
both with
the needs of
the business
and with
international
best
practice. It
is based on,
and
replaces,
BS15000,
which has
now been
withdrawn.
Jointly
published by
ISO
(International
Organization
for
Standardization)
and IEC
(International
Electro
technical
Commission),
ISO/IEC
20000 helps
organizations
benchmark
how they
deliver
managed
services,
measure
service
levels and
assess their
performance.
It is
broadly
aligned
with, and
draws
strongly on,
ITIL.
The
implementation
of ISO20000
should
ensure a
proactive
approach
that
delivers
high levels
of customer
service and
meets their
business
needs.
ISO 20000,
which has
two parts
both with
the general
title
Information
technology -
Service
management,
enables
IT service
providers to
identify how
to enhance
the quality
of service
they deliver
to their
customers,
both
internal and
external.
-
Part
1:
Specification (ISO/IEC
20000-1:2005)
provides
requirements
for IT
service
management
and is
relevant
to those
responsible
for
initiating,
implementing
or
maintaining
IT
service
management
in their
organization.
-
Part
2: Code
of
practice
(ISO/IEC
20000-2:2005)
represents
an
industry
consensus
on
guidance
to
auditors
and
assistance
to
service
providers
planning
service
improvements
or to be
audited
against
ISO/IEC
20000-1:2005.
ISO 20000
uses the
process-based
approach of
other
management
system
standards
such ISO
27001:2005,
ISO
9001:2000
and ISO
14001:2004,
including
the
Plan-Do-Check-Act
(PDCA) cycle
and
requirement
for
continual
improvement.
Organizations
can have
their IT
service
management
systems
independently
certified as
conforming
to the
requirements
of ISO/IEC
20000-1:2005. |
