ISO 20000 is the first worldwide standard specifically focused 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 20000 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC).
ISO 20000 consists of two parts:
ISO 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 process
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.
ISO 20000 is the first worldwide standard specifically focused at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.
