ISO 20000:2011
ISO 20000:2011
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ISO/IEC 20000-1:2011 Information technology — Service management
ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.
ISO/IEC 20000-1:2011 can be used by:
- an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
- an organization that requires a consistent approach by all its service providers, including those in a supply chain;
- a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
- a service provider to monitor, measure and review its service management processes and services;
- a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
- an assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000-1:2011.
ISO/IEC 20000:2011 - Service Management System Requirements
Because ITIL® qualifications were only available for individuals, it was impossible for an IT organization to prove that it was working along the ITIL recommendations. In order to fill this gap, two organizations itSMF (The IT Service Management Forum) and BSI (British Standards Institution), initiated the ISO/IEC 20000:2011 standard.
The standard is modeled upon the principles of ITIL® and allows IT organizations to be certified as IT Service Management.
It has to be noted that there is no formal relationship between ISO 20000 and ITIL®, even though ISO 20000 is based on ITIL® principles.
ITIL® provides a suitable basis for developing an ISO 20000 compliant process.
IT service management standardization is improved with ISO/IEC 20000 by corresponding to the following:
- Implementing a framework for working through the definition and implementation of a set of processes;
- Attaining recognition from a third party on the level of maturity reached by the organization;
- Preserving a demonstrated service quality; and
- Preserving better alignment between business objectives and IT.
ISO/IEC 20000:2011 - Service Management System
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