Knowledge Axis
ISO 20000:2011- Information Technology Service Management
ISO/IEC 20000 is an Information Technology Service Management (ITSM) the first overall universal standard for IT service management IT. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group. Formally: ISO/IEC 20000-1:2011 ('part 1') includes "the design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider. This part of ISO/IEC 20000 requires an integrated process approach when the service provider plans, establishes, implements, operates, monitors, review, maintains and improves a service management system (SMS).
Information technology -- Service management -- Part 1: Service management system requirements
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 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 :
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an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled.
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an organization that requires a consistent approach by all its service providers, including those in a supply chain.
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a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
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a service provider to monitor, measure and review its service management processes and services
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a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS
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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.
20000-1: Service management system requirements
Formally: ISO/IEC 20000-1:2011 ('part 1') includes "the design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider. This part of ISO/IEC 20000 requires an integrated process approach when the service provider plans, establishes, implements, operates, monitors, reviews, maintains and improves a service management system (SMS).". The 2011 version (ISO/IEC 20000-1:2011) comprises nine sections
Formally: ISO/IEC 20000-1:2011 ('part 1') includes "the design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider. This part of ISO/IEC 20000 requires an integrated process approach when the service provider plans, establishes, implements, operates, monitors, reviews, maintains and improves a service management system (SMS).". The 2011 version (ISO/IEC 20000-1:2011) comprises nine sections
Scope
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Normative references
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Terms and definitions
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Service management system general requirements
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Design and transition of new or changed services
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Service delivery processes
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Relationship processes
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Resolution processes
on the 20000-2: Guidance application of service management systems
ISO/IEC 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1:2011.
ISO/IEC 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1:2011.
20000-3: Service providers
ISO/IEC TR 20000-3:2012 provides guidance on scope definition, applicability and demonstration of conformance for service providers aiming to meet the requirements of ISO/IEC 20000-1, or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.
Show that you support your service management policy
ISO/IEC TR 20000-3:2012 provides guidance on scope definition, applicability and demonstration of conformance for service providers aiming to meet the requirements of ISO/IEC 20000-1, or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.
Show that you support your service management policy
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Ensure that your service management policy is suitable.
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Communicate support for your service management policy.
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Clarify responsibilities and define communication procedures.
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Review the ongoing suitability of your service management policy
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Define all service management authorities and responsibilities.
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Establish service management communication procedures.
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Appoint a manager to oversee service management activities.
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Appoint someone to establish your service management system.
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Establish your organization's service management system (SMS).
Quality & ISO Consultancy Services, Quality Bureau