ISO/IEC 20000

ISO/IEC 20000 is owned by the International Standards Organization (ISO) and the International Electrotechnical Commission (IEC). It is the international IT Service Management standard that enables IT organizations (whether in-house, outsourced or external) to ensure that their IT service management processes are aligned both with the needs of the business and with international best practice. It is based on and replaces BS15000, which has now been withdrawn.

ISO/IEC 20000 helps organizations benchmark how they deliver managed services, measure service levels and assess their performance. It is broadly aligned with, and draws strongly on, ITIL.

The standard has two main parts, both with the general title Information technology - Service management, which enable IT service providers to identify how to enhance the quality of service they deliver to their customers, both internal and external:
• Part 1: Specification (ISO/IEC 20000-1:2011) provides requirements for IT service management and is relevant to those responsible for initiating, implementing or maintaining IT service management in their organization
• Part 2: Code of practice (ISO/IEC 20000-2:2005) represents an industry consensus on guidance to auditors and assistance to service providers planning service improvements or to be audited against ISO/IEC 20000-1:2011

The other parts provide additional guidance on a more detailed level for specific areas like: scope definition and applicability of ISO/IEC 20000-1 (part 3), Process reference model (part 4), Exemplar implementation plan for ISO/IEC 20000-1 (part 5).

ISO 20000 uses the process-based approach of other management system standards such ISO 27001:2005, ISO 9001:2008 and ISO 14001:2004, including the Plan-Do-Check-Act (PDCA) cycle and requirements for continual improvement.

Organizations can have their IT service management systems independently certified as conforming to the requirements of ISO/IEC 20000-1:2011.

ISO 20000-3 provides essential information on writing a scope for a service management system (SMS) as well as providing information on implementing an ISO/IEC 20000-1 SMS.

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