ISO/IEC 20000 is the first
international standard for IT Service Management. It was developed in 2005, by the
ISO and revised in 2011. It is based on the earlier BS 15000 which had been
developed by BSI. Like BS 15000 it was originally developed to reflect best
practice guidance contained within the ITIL framework. It also supports other
IT Service Management frameworks and approaches including Microsoft Operations
Framework and components of ISACA's COBIT framework.
IT service management deals with providing
efficient IT services to help meet business objectives. “Service" in an IT perspective is typically
viewed from the prism of IT Operations. ISO 20000 covers "the design, transition,
delivery and improvement of services that fulfil service requirements and
provide value for both the customer and the service provider. This thus requires
an integrated process approach when the service provider plans, establishes,
implements, operates, monitors, reviews, maintains and improves a service
management system (SMS)."
ISO (International Organization
for Standardization) is the world’s largest developer of voluntary
International Standards. International Standards give state of the art
specifications for products, services and good practice, helping to make
industry more efficient and effective. These standards are developed through
global consensus. The ISO, (http://www.iso.org/iso/home/about.htm)
based out of Geneva, Switzerland has published more than 19500 standards.
The importance of ISO standards
is that they ensure that products and services are safe, reliable and of good
quality. For business, they are strategic tools that reduce costs by minimizing
waste and errors, and increasing productivity. They help companies to access
new markets, level the playing field for developing countries and facilitate
free and fair global trade.
The difference between ITIL and
ISO 20000 is essentially in that ITIL provides guidance, and adherence to the
guidance is not mandatory; while adherence to ISO 20000 documents is mandatory
and failure to comply would lead to loss / cancellation of the certification
for the organization.
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
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