What is ISO 20000?
Date: Thursday, December 15 @ 13:57:17 UTC
Topic: ISO20000

Formally: ISO 20000-1 "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 Inplementing Service Management; Requirements for a Management System; Planning & Implementing New or Changed Services; Service Delivery Process; Relationship Processes; Control Processes; Resolution Processes; and Release Process.

ISO 20000-2 is a 'code of practice', and describes the best practices for service management within the scope of ISO20000-1. It comprises nine sections: Scope; Terms & Definitions; The Management System; Planning & Implementing Service Management; Service Delivery Processes; Relationship Processes; Resolution Processes; Control Processes; Release Management Processes.

Together, this set is the first global standard for IT service management, and is fully compatible and supportive of the ITIL framework. It will undoubtedly have a significant impact upon the whole ITSM landscape.

The standard itself can be obtained from the sources listed in the right hand column.

This article comes from ITIL & ISO 20000 User Group

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