ISO 20000

ISO/IEC 20000 is the first international standard for IT Service Management System. 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:


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) framework, although it equally supports other IT Service Management frameworks and approaches including Microsoft Operations Framework and components of ISACA's COBIT framework.


Why should my organization become certified?


The benefits for an IT service provider organization working towards and achieving certification against the ISO/IEC 20000 standard are many and varied, dependent upon the organization itself and the business and customers it serves. The key benefits are:


• To establish an on-going culture of continual improvement and learning within an organization, providing a target to achieve and maintain. This leads to continual improvement in the quality of IT services provided and increased business and customer confidence in the service provider and their ability to deliver.


• To ensure that organizations focus on the implementation of a set of integrated processes and solutions, that are appropriate, suitable and effective in meeting the needs of the business processes, the customers and the users they serve.


• To increase the rate of change and the productivity of staff and the use of their skills and expertise. This in turn leads to reduced long-term costs and a reduced risk of being unable to meet business objectives.


• To enable organizations to adopt a structured approach to service management based on best practice guidance, allowing them to better understand their business and their needs, their roles and their processes, improving the reputation, relationships, inter-working and communication with their business and customer contacts.


• To enable organizations to internally assess their processes and activities against international standards as a method of identifying and implementing improvements, and to be independently, externally audited for compliance using a scheme and standard that is internationally recognised and respected.


• To exhibit a level of effectiveness in service provision and to demonstrate superiority over competitors, providing a competitive differentiator in tendering situations.


• For outsourcing and hosting organizations to demonstrate that they are serious about service management and the quality of service they provide and that their processes are effective and have been independently audited as such. This may provide competitive edge over incumbent internal suppliers or other competing outsourcing and hosting suppliers.


• For current or internal service providers to demonstrate that they are also focussed on service management and the quality of service they provide.

The standard was first published in December 2005.