ISO/IEC 20000

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.

Formally: ISO 20000-1 ('part 1') "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.

ISO 20000-2 ('part 2') is a 'code of practice', and describes the best practices for service management within the scope of ISO20000-1. It comprises the same sections as 'part 1' but excludes the 'Requirements for a Management system' as no requirements are imposed by 'part 2'.

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. It comprises two parts: a specification for IT Service Management and a code of practice for service management. The differentiation between ISO 20000 and BS 15000 has been addressed by Jenny Dugmore cite book
last = Dugmore
first = Jenny
authorlink =
coauthors =
title = Achieving ISO/IEC 20000 - The Differences Between BS 15000 and ISO/IEC 20000
publisher = BSI Standards
date = 2006
location =
pages = 124
url =
doi =
id =
isbn = 0580473481] cite journal
last = Dugmore
first = Jenny
authorlink =
coauthors =
title = BS 15000 to ISO/IEC 20000 What difference does it make?
journal = ITNOW
volume = 48
issue = 3
pages = 30
publisher =
date = 2006
url =
doi = 10.1093/combul/bwl017 ] .

The standard was first published in December 2005.

Notes

Academic resources

* "International Journal of IT Standards and Standardization Research", ISSN: 1539-3054 (internet), 1539-3062 (print), Information Resources Management Association

See also

* ISO/IEC 27002
* List of ISO standards

External links

* [http://www.15000.net The ISO 20000 User Group]
* [http://20000.standardsdirect.org ISO 20000 Source from BSI]