ISO/IEC 20000 is an important international standard for IT service providers, but if you don’t keep up-to-date with the standard, then you may as well be sitting in a dark room with your eyes shut and the world passing by without you in it.
A little extreme I know, but keeping up-to-date with the ISO/IEC 20000 is an important part of the standard. The standard was revised earlier this year in April 2011 and includes a number of changes:
- An expanded introduction, additional requirements and updated definitions section
- Closer alignment with ISO 9001 QMS requirements and ISO/IEC 27001 ISMS 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 organizations
- Problem Management and Incident Management processes have been aligned with ITIL®v3
- Revised and more in-depth requirements on supplier contracts
- Added requirements on budgeting and accounting
To ensure you are up-to-date with these changes read the international Standard ISO20000 (ISO 20000) IT Service Management. This document contains both main parts of the revised and updated standard.
Make sure you’re up-to-date with the ISO/IEC 20000 Standard
Implementing Service Quality based on ISO/IEC 20000
For help on implementing the updated standard, take a look at Implementing Service Quality based on ISO/IEC 20000. This step-by-step management guide will benefit all who have a role in the implementation and certification process, giving a clear and detailed breakdown of the 2011 edition of the Standard.
IT Service Management Toolkit
Although the above guide gives a full overview on how to implement the standard, the IT Service Management Documentation Toolkit provides all the templates and customised documents needed for implementation. Developed by IT service management gurus Shirley Lacy and Jenny Dugmore, this toolkit helps organizations implement ITIL® v3, or use ITIL v3 to prepare for successful ISO20000 certification. It will help organizations avoid costly trial-and-error dead-ends, and ensure everything is covered by using current ITIL best practices.