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ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.
ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC). ISO/IEC 20000 consists of two parts:
ISO/IEC 20000-1:2011 is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers.
The scope includes:
ISO/IEC 20000-2:2011 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The code of Practice will be of particular use to organisations preparing to be audited against ISO/IEC 20000 or planning service improvements.
Some of the requirements that ought to be developed and implemented as part of the ISMS of an organization seeking certification are:
Implementation of ISO 20000 brings with it many benefits and advantages. These will of course differ from organization to organization. However, the following list is a pretty good representation of the common results:
An ISO 20000 certificate is proof that your organization has demonstrated its ability to
As such, the ISO 20000 certificate and the corresponding logo are increasingly a competitive advantage in the market: Many clients even demand ISO 20000 compliance as a condition for awarding contracts to service providers.
Of course, working along ISO 20000 (and ITIL) principles also offers internal benefits for the organization, because the standard is all about supporting the business side with adequate IT services, while providing those services as efficiently as possible.
The decision to go for an ISO 20000 certificate sets a specific target for your organization and helps to concentrate minds. An ISO 20000 certification initiative is, in other words, a good way to kick-start the adoption of ITIL best practice and to make sure motivation stays high.
If you are wish to certify your IT Service Management processes specifically, then ISO/IEC 20000 is the standard for you. It is not directly related to ISO9000 but there are some areas of overlap between the standards.
ISO/IEC 20000 is aligned and underpinned by ITIL but the key points of difference are:
