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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.
It consists of two distinct parts :
- The Specification : ISO20000-1 defines the requirements for a service provider to deliver managed services.
- The Code of Practice : ISO20000-2 describes detailed best practices for the processes defined within ISO 20000-
Overall, these standards specify five key group service management processes: Service Delivery, Relationship, Resolution, Control and Release.
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.
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