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
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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