ISO/IEC 20000 is the first international standard for IT service management.
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.ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice
guidance contained within the ITIL (Information Technology Infrastructure Library) framework
(reference needed), although it equally supports other IT service management frameworks and
approaches including Microsoft Operations Framework and components of ISACA's COBIT
framework.
The differentiation between ISO/IEC 20000 and BS 15000 has been addressed by Jenny Dugmore.The
standard was first published in December 2005.
In June 2011, the ISO/IEC 20000-1:2005 was updated to ISO/IEC 20000-1:2011.
In February 2012, ISO/IEC 20000-2:2005 was updated to ISO/IEC 20000-2:2012.
ISO 20000-1 is currently undergoing revision by ISO, specifically ISO/IEC JTC 1/SC 40 IT
Service Management and IT Governance.
The proposed revision is currently in the DIS stage (40.60) as of the end of December
2017, when voting on the proposed revision was closed.
Ratification of the new standard, which will be realigned to the new ISO Directive 1, Annex
SL management system structure, is expect to be formally released in the summer of 2018.
At that point certified entities will enter a three year transition period to update to
the new version of ISO 20000-1.
== Parts ==
=== 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:
Scope Normative references
Terms and definitions Service management system general requirements
Design and transition of new or changed services Service delivery processes
Relationship processes Resolution processes
Control processes
=== 20000-2: Guidance on the 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.
=== 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.
=== 20000-4: Process assessment model === ISO/IEC TR 20000-4:2010 is intended to facilitate
the development of a process assessment model according to ISO/IEC 15504 process assessment
principles.
ISO/IEC 15504-1 describes the concepts and terminology used for process assessment.
ISO/IEC 15504-2 describes the requirements for the conduct of an assessment and a measurement
scale for assessing process capability.
=== 20000-5: Exemplar implementation plan for ISO/IEC 20000-1 ===
ISO/IEC TR 20000-5:2013 service providers on how to best achieve the requirements of
ISO/IEC 20000-1.
=== [Withdrawn] 20000-9: Guidance on the application of ISO/IEC 20000-1 to cloud services ===
ISO/IEC TR 20000-9:2015 provides guidance on the use of ISO/IEC 20000‑1:2011 for service
providers delivering cloud services.
=== 20000-10: Concepts and terminology === ISO/IEC TR 20000-10:2015 describes the core
concepts of ISO/IEC 20000, identifying how the different parts support ISO/IEC 20000‑1:2011
as well as the relationships between ISO/IEC 20000 and other International Standards and
Technical Reports.
This part of ISO/IEC 20000 also explains the terminology used in ISO/IEC 20000, so that
organisations and individuals can interpret the concepts correctly.
=== 20000-11: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management
frameworks: ITIL® === ISO/IEC TR 20000-11:2015 is a Technical Report
that provides guidance on the relationship between ISO/IEC 20000-1:2011 and a commonly
used service management framework, ITIL. 20000-12: Guidance on the relationship between
ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC
ISO/IEC TR 20000-12:2016
== Certifications and qualification schemes ==
As with most ISO standards, organizations and individuals seek training towards establishing
knowledge and excellence in applying the standard.
The certification scheme targets organizations, while the qualification scheme targets individuals.
Qualification of individuals is offered by URS, APMG-International, EXIN, PECB, Loyalist
Certification Services, TÜV SÜD Akademie, PEOPLECERT, and IRCA.
The EXIN, Loyalist and TÜV SÜD program is in fact a qualification in IT Service Management
based on ISO/IEC 20000 and includes a Foundation level and several role based certificates:
professionals in Align, Deliver, Control and Support, Associate, (Executive) Consultant/Manager
and Auditor.
The APMG qualifications are focused on getting an organization certified and presume knowledge
of IT Service Management is already available.
The APMG qualifications are conducted at the Foundation, Practitioner and Auditor level.
IRCA and other organizations involved in the certification of auditors have developed their
own auditor training and certification for ISO/IEC 20000 auditors.
In terms of certification, there are leading certification bodies around the world, for
instance, BSI in UK, Quality Austria in Austria, JQA in Japan, KFQ in Korea and SAI Global
in Australia, Asia and Americas.
== Academic resources == International Journal of IT Standards and
Standardization Research, ISSN 1539-3054 (internet), ISSN 1539-3062 (print), Information Resources
Management AssociationISO20000-1:2011 released at 2011-04-12,
ISO / IEC 20000 An Introduction ISBN 978-90-8753-081-5, Implementing ISO/IEC 20000 Certification - The
Roadmap ISBN 978-90-8753-082-2, ISO/IEC 20000: A Pocket Guide ISBN 978-90-77212-79-0,
== See also == ISO/IEC 27001
ISO/IEC 15504 List of ISO standards
ISO/IEC JTC 1/SC 40
== Notes == ISO/IEC 20000-1:2011 Service management system
requirements.
Updated at 2011-04-12 (replacing ISO/IEC 20000-1:2005) ISO/IEC 20000-2:2012 Guidance on the application
of service management systems.
Updated at 2012-02-14 (replacing ISO/IEC 20000-2:2005) ISO/IEC 20000-3:2012 Guidance on scope definition
and applicability of ISO/IEC 20000-1.
Updated at 2012-08-14 (replacing ISO/IEC TR 20000-3:2009)
ISO/IEC TR 20000-5:2013 Exemplar implementation plan for ISO/IEC 20000-1 Updated at 2013-10-30
(replacing ISO/IEC TR 20000-5:2010) ISO/IEC 20000-6:2017 Requirements for bodies
providing audit and certification of service management systems
ISO/IEC 20000-8: Guidance on the application of service management systems for smaller
organizations.
Currently being developed.
ISO/IEC TR 20000-9:2015 Guidance on the application of ISO/IEC 20000-1 to cloud services.
This International Standard gives guidance on application of Part 1 to
the cloud.
ISO/IEC 20000-11:2015(en) Guidance on the relationship between ISO/IEC 20000-1:2011
and service management frameworks: ITIL® ISO/IEC TR 20000-12:2016 Guidance on the relationship
between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC [Technical Report]
== References ==
== External links == The ISO/IEC 20000 User Group