ISO20000 Tools (.com)

What is ISO/IEC 20000?

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 Version 2 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
• 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 organisations preparing to be audited against ISO/IEC 20000 or planning service improvements.

^{*It should be noted that ITIL Version 3 was released at the end of May 2007 by the OGC. ISO/IEC 20000 has not been updated to reflect any changes associated with ITIL V3 at time of writing (December 2007). It is understood that a committee is being formed to undertake this task, but little is known as to timescales associated to any outputs from the committee’s findings, recommendations or revisions.}

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