Strengthening IT management systems with ISO 20000
ISO 20000:2005 is aimed at Information Technology Service Management. It helps organizations improve service delivery in line with a growing demand from customers for consistent and reliable service quality.
Scope of ISO 20000
The Standard is broken down into two parts:
- ISO 20000-1 (Part 1) - Specification for IT Service Delivery Standards
- ISO 20000-2 (Part 2) – Code of Practice for IT Service Delivery Standards.
Both parts cover the following areas:
- Planning and implementing service management
- Planning and implementing new or changed services
- Service delivery process
- Resolution processes
- Relationship processes
- Control processes
- Release processes.
Part 1 covers an additional area: Requirements for a Management System.
Origins of ISO 20000
ISO 20000 is based upon, and supersedes, the earlier British Standard, BS 15000. It incorporates many features of the Information Technology Infrastructure Library (
ITIL).
About ITIL
ITIL was first developed during the 1980s under the auspices of the UK Government to encourage the efficient, cost-effective use of IT resources.
It became widely adopted in the mid-1990s and helped to stimulate the establishment of a number of related standards, including ISO 20000.
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement.
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