ISO/IEC 20000-1:2011 Information Technology – Service Management Certification

A Brief about ISO/IEC 20000

ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. ISO/IEC 20000-1:2011 (part 1) is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements.

The adoption of ISO/IEC 20000 has grown quite rapidly in the international arena of IT service providers and it has become a competitive differentiator for delivery of IT services.

ISO/IEC 20000-1:2011 can be used by:

  • an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
  • an organization that requires a consistent approach by all its service providers, including those in a supply chain;
  • a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
  • a service provider to monitor, measure and review its service management processes and services;
  • a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
  • an assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000-1:2011.

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.

THIS STANDARD IS QUITE INTENSE AND COMPRISES OF 5 PARTS.

  • 1) ISO/IEC 20000-1:2011 : Service Management System RequirementsThis standard spells out the requirements for a service management(SMS) . It describes the requirements of the service provider to operate, supervise, plan ,create ,inspect ,implement and drill the SMS. The requirements include the construction, evolution, delivery and betterment of services to fulfill service requirements in order to compliant with the standard
  • 2) ISO/IEC 20000-2:2012 : Guidance on The Application of Service Management Systems (SMS)Referred as code of practice it gives direction on implementing a fully aligned service management system with ISO20000-1. It enables an effective understanding of the requirements of Part 1, sanctioning better distribution and use of SMS.
  • 3) ISO/IEC TR 20000-3:2009: Guidance on Scope Definition And Applicability Of ISO/IEC 20000-1This standard provides direction on scope definition and the suitability of ISO20000-1, covering the demonstration of obedience to its requirements. The guidance in ISO20000-3 takes the form of practical examples, typical plots and recommendations that show how the scope of an SMS can be defined.
  • 4) ISO/IEC TR 20000-4:2010 : Process Reference ModelThis standard details a process reference model (PRM) meeting the requirements of ISO/IEC 15504. The PRM is successful in providing a high-level description of the service management processes within ISO/IEC 20000-1 and explains well objectives of each process and their expected results, allowing one to assess the maturity processes .
  • 5) ISO/IEC TR 20000-5:2010: Exemplar Implementation Plan For ISO/IEC 20000-1This standard is an epitome implementation of plans, providing guidance on how to implement a service management system (SMS) to fulfill the needs of ISO20000-1. It is useful for those planning service improvements and intending to use this standard as a business goal and could also be useful for those advising service providers on how to best achieve the requirements of ISO 20000-1.It provides advice on planning and implementing this standard.