What is the ISO 20000 standard?
ISO 20000-1 was established by the International Organization for Standardization (ISO) and is the standard used for certification. It has replaced BS 15000 and provides an internationally accepted IT service management system standard. Heavily based on the content of BS 15000, the material was reorganised to align and harmonise with other international standards.
The standard also draws on and is well supported by other public documents including the sister standard ISO/IEC 20000-2 the ‘IT Service Management Code of Practice’ and the widely accepted guidance in the IT Infrastructure Library (ITIL®) drawn from the public and private sectors.
ISO 20000 takes a comprehensive approach to IT service management and defines a set of processes needed to deliver effective service. These range from core processes related to configuration management and change management to processes covering incident and problem management. The standard adopts a process approach for establishing, implementing, operating, monitoring, reviewing, maintaining, and improving an organisation’s IT service management system.
Alignment with other management system standards
ISO 20000 is aligned with other management systems standards and this supports consistent and straightforward implementation and operation where integrated systems are needed. The result is:
- Harmonisation with management system standards like ISO 9001 and ISO 27001
- Emphasis on continual process improvement of your IT service management system
- Clarification of minimum requirements for plans, documentation and records
- Effective use of the using a Plan, Do, Check, Act (PDCA) process model
Where do I go from here?
For third party certification, you need to implement an effective IT service management system complying with the requirements of the standard. See how you can get started on the road to certification.
DNV Business Assurance is an accredited third party certification body. We provide relevant training and certification services. See how you can get started on the road to certification.