The ISO/IEC 20000-1:2011 standard specifies the requirements for a service management system (SMS). It details requirements for the service provider to: plan; establish; implement; operate; monitor; review and maintain and improve an SMS
Who is ISO 20000 for?
The requirements within the standard include the design, transition, delivery and improvement of services to meet agreed service requirements. ISO/IEC 20000-1:2011 can be used by:
- An organisation seeking services from service providers and requiring assurance that their service requirements will be fulfilled
- An organisation 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
What's new in the 2011 version of ISO 20000?
ISO/IEC 20000-1 has been updated to reflect the latest in best practice for service management. Updates include:
- An expanded introduction, additional requirements and updated definitions section
- The standard has a new title Service management -- Part 1: Service Management System Requirements
- Closer alignment with ISO 9001 QMS requirements and ISO/IEC 27001 ISMS requirements
- Sections 3 & 4 of the standard have been merged into one section called Service Management General Requirements
- New requirements for the management of new or changed services have been added
- A refinement of the scope of the SMS and the oversight (governance) process managed by other organisations
- The plan-do-check-act (PDCA) cycle has been integrated into this version of the standard
- Problem Management and Incident Management processes have been aligned with ITIL®v3
- More refined document and record control requirements
- Revised and more in-depth requirements on supplier contracts
- Added requirements on budgeting and accounting
Key Features and Benefits
- This standard specifies the requirements for an SMS. This standard will help you develop, implement, establish an SMS.
- This standard is generic, it can be applied anywhere in the world no matter the size, type or location of the organisation. Making it widely applicable.
- Updated to reflect the latest in industry best practice, making this one of the most up-to-date source of IT service management information.