ISO/IEC 20000
ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011.[1] It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.[2]
Formally: ISO/IEC 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 and definitions
- Planning and implementing service management
- Requirements for a management system
- Planning and implementing new or changed services
- Service delivery processes
- Relationship processes
- Control processes
- Resolution processes
- Release process.
ISO/IEC 20000-2 ('part 2') is a 'code of practice', and describes the best practices for service management within the scope of ISO/IEC 20000-1. 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/IEC 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 and components of ISACA's COBIT framework. The differentiation between ISO/IEC 20000 and BS 15000 has been addressed by Jenny Dugmore.[3][4]
The standard was first published in December 2005. In June 2011, the ISO/IEC 20000-1:2005 was updated to ISO/IEC 20000-1:2011
Contents |
[edit] Certifications and qualification schemes
As with most ISO standards, organizations and individuals seek training towards establishing knowledge and excellence in applying the standard. The certification scheme targets organizations, while the qualification scheme targets individuals.
Qualification of individuals is offered by APMG-International, EXIN, Loyalist Certification Services, TUV SUD Akademie and IRCA. The EXIN, Loyalist and TUV SUD program is in fact a qualification in IT Service Management based on ISO/IEC 20000 and includes a Foundation level and several role based certificates: professionals in Align, Deliver, Control and Support, Associate, (Executive) Consultant/Manager and Auditor. The APMG qualifications are focused on getting an organization certified and presume knowledge of IT Service Management is already available. The APMG qualifications are conducted at the Foundation, Practitioner and Auditor level. IRCA and other organizations involved in the certification of auditors have developed their own auditor training and certification for ISO/IEC 20000 auditors.
The ISO/IEC 20000 qualifications of APMG-International, EXIN, Loyalist and TUV SUD receive credits towards the ITIL Expert qualification.
[edit] Academic resources
- International Journal of IT Standards and Standardization Research, ISSN: 1539-3054 (internet), 1539-3062 (print), Information Resources Management Association
ISO20000-1:2011 released at 2011-04-12, ISO / IEC 20000 An Introduction ISBN 9789087530815, Implementing ISO/IEC 20000 Certification - The Roadmap ISBN 9789087530822, ISO/IEC 20000: A Pocket Guide ISBN 9789077212790,
[edit] See also
[edit] Notes
- ISO20000-1:2011 updated at 2011-04-12 (replacing ISO20000-1:2005)
- ISO20000-3:2009 Guidance on scope definition and applicability of ISO/IEC 20000-1
- ISO20000-4:2010 Process reference model
- ISO20000-5:2010 Exemplar implementation plan for ISO/IEC 20000-1
[edit] References
- ^ ISO/IEC 20000-1:2011 IT Service Management System (SMS) Standard
- ^ BSI Group Fast Facts
- ^ Dugmore, Jenny (2006). Achieving ISO/IEC 20000 - The Differences Between BS 15000 and ISO/IEC 20000. BSI Group [1]. p. 124. ISBN 0580473481.
- ^ Dugmore, Jenny (2006). "BS 15000 to ISO/IEC 20000 What difference does it make?". ITNOW 48 (3): 30. doi:10.1093/combul/bwl017.
