ISO 20000-5, more meat on the bones of the ISO 20000 family of standards

With the launch of the new ISO 20000-5 standard, new advice and guidance on how to implement a service management system (SMS) than ever before is now available. What does the new standard deliver? Well, it offers the following advice and guidance:

  • An exemplar implementation on how to implement an SMS that meets the requirements of ISO 20000-1
  • It adds additional guidance on how to achieve ISO 20000-1 certification
  • Offers advice and guidance to service providers on how to plan and implement improvements
  • It includes advice on development of a business case, the start up project, and a list of the main activities required to implement ISO 20000-1 successfully
  • Additional  topics covered include developing objectives, developing policies, document and record management. Sample process documentation is also included.


Developments to the ISO 20000 family of standards seems to be gathering pace. With the release of ISO 20000-3 late last year, plus the impending launch of the second editions of Parts 1 and 2, plus with the release of ISO 20000-5.

The aim of many of these releases is to clarify and refine a lot of the content in the standards. Bring them up to date with latest industry developments and ensure alignment with other standards families, such as ISO 9000 and ISO 27000.

Other standards in the ISO 20000 series that are due for release in the course of the next two years include:

  • ISO 20000-4 Information TechnologyService Management – Part 4: Process Reference Model - due for release by the end of 2010.
  • ISO 15504-8 Information technologySoftware Process Assessment – Part 8: An Exemplar Process Assessment Model for IT Service Management (Whilst this standard is not numbered ISO 20000, it is considered part of the ISO 20000 family and has been number ISO 15504 as it then sits with the other process assessment models in the ISO 15504 family of standards) – due for release during 2011.

I for one am going to keep my eyes on this family of standards. We may get some surprises.

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