ISO/IEC 20000 is the world wide standard / baseline / common reference point for IT Service Management. It provides an assessment framework and specification that has been a globally recognized standard for evaluating IT service management processes. The standard defines a comprehensive and closely related set of service management processes and comprises of two parts:
- ISO/IEC 20000-1:2002 Specification for Service Management
- ISO/IEC 20000 Code of practice for Service Management
BS 15000 sets out a minimum set of requirements that all service providers should aspire to achieve. It is not a mere standard but provides a method of review and assessment linked to continuous improvement for the organizations. It helps the service provider in strengthening relationships with customers by identifying service improvement opportunities and on the other hand, enables the customers to assess their potential service providers.
ISO/IEC 20000-1:2002 ‘IT service management Part 1: Specification for service management’ - is the formal specification and defines the requirements for an organization 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; and Release processes.
ISO/IEC 20000-2-2002 ‘IT service management Part 2: Code of practice for service management’ - is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000. The code of Practice will be of particular use to organizations preparing to be audited against ISO/IEC 20000 or planning service improvements.
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