ISO 20000
Encyclopedia
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
.
Formally: ISO/IEC 20000-1 ('part 1') "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It comprises ten sections:
ISO/IEC 20000-2 ('part 2') is a 'code of practice', and describes the best practices for service management within the scope of ISO/IEC 20000-1. It comprises the same sections as 'part 1' but excludes the 'Requirements for a Management system' as no requirements are imposed by 'part 2'.
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, 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
Qualification of individuals is offered by APMG-International, EXIN, Loyalist Certification Services, TUV SUD Akademie and IRCA.
The EXIN, Loyalist and TUV SUD 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.
The ISO/IEC 20000 qualifications of APMG-International, EXIN, Loyalist and TUV SUD receive credits towards the ITIL
Expert qualification.
ISO20000-1:2011 released at 2011-04-12,
ISO / IEC 20000 An Introduction ISBN: 9789087530815,
Implementing ISO/IEC 20000 Certification - The Roadmap ISBN: 9789087530822,
ISO/IEC 20000: A Pocket Guide ISBN: 9789077212790,
IT Service Management
IT service management is a discipline for managing information technology systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction...
. 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
BSI Group
BSI Group, also known in its home market as the British Standards Institution , is a multinational business services provider whose principal activity is the production of standards and the supply of standards-related services.- History :...
.
Formally: ISO/IEC 20000-1 ('part 1') "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It comprises ten sections:
- Scope
- Terms & Definitions
- Planning and Implementing Service Management
- Requirements for a Management System
- Planning & Implementing New or Changed Services
- Service Delivery Processes
- Relationship Processes
- Control Processes
- Resolution Processes
- Release Process.
ISO/IEC 20000-2 ('part 2') is a 'code of practice', and describes the best practices for service management within the scope of ISO/IEC 20000-1. It comprises the same sections as 'part 1' but excludes the 'Requirements for a Management system' as no requirements are imposed by 'part 2'.
ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL
Information Technology Infrastructure Library
The Information Technology Infrastructure Library , is a set of good practices for IT service management that focuses on aligning IT services with the needs of business. In its current form , ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage...
(Information Technology Infrastructure Library
Information Technology Infrastructure Library
The Information Technology Infrastructure Library , is a set of good practices for IT service management that focuses on aligning IT services with the needs of business. In its current form , ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage...
) framework, although it equally supports other IT Service Management
IT Service Management
IT service management is a discipline for managing information technology systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction...
frameworks and approaches including Microsoft Operations Framework
Microsoft Operations Framework
Microsoft Operations Framework 4.0 is a series of guides aimed at helping information technology professionals establish and implement reliable, cost-effective services.- Overview :...
and components of ISACA's COBIT
COBIT
COBIT is a framework created by ISACA for information technology management and IT Governance. It is a supporting toolset that allows managers to bridge the gap between control requirements, technical issues and business risks.-Overview:...
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
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 APMG-International, EXIN, Loyalist Certification Services, TUV SUD Akademie and IRCA.
The EXIN, Loyalist and TUV SUD 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.
The ISO/IEC 20000 qualifications of APMG-International, EXIN, Loyalist and TUV SUD receive credits towards the ITIL
Itil
Itil may mean:*Atil or Itil, the ancient capital of Khazaria*Itil , also Idel, Atil, Atal, the ancient and modern Turkic name of the river Volga.ITIL can stand for:*Information Technology Infrastructure Library...
Expert qualification.
Academic resources
- International Journal of IT Standards and Standardization Research, ISSN: 1539-3054 (internet), 1539-3062 (print), Information Resources Management Association
ISO20000-1:2011 released at 2011-04-12,
ISO / IEC 20000 An Introduction ISBN: 9789087530815,
Implementing ISO/IEC 20000 Certification - The Roadmap ISBN: 9789087530822,
ISO/IEC 20000: A Pocket Guide ISBN: 9789077212790,
External links
- KS X ISO/IEC 20000