ISO 20000-1:2005 Information technology Service management
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 organisation preparing to be audited against ISO/IEC 20000 or planning service improvements.
Overall, these standards specify five key group service management processes:
Service Delivery
Relationship
Resolution
Control
Release.
The standards are based upon an earlier pair of documents published by BSI (BS15000). They use the same approach as management system standards such as ISO 9001 and ISO 27001, including the PDCA (Plan-Do-Check-Act) cycle for continual service improvement.
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