With the publication of ISO/IEC 20000-2:2012 (the second edition of Part 2), there have been a number of changes to the standard. ISO and IEC summarise these as follows:
- Closer alignment to ISO 9001 and ISO/IEC 27001
- Changes in terminology to reflect international usage
- New guidance on governance of processes operated by other parties;
- More guidance on defining the scope of the SMS
- More guidance on continual improvement of the SMS and services
- More guidance on the design and transition of new or changed services
But what do each of these points mean in practice?
Well, closer alignment with other International Standards such as ISO 9001 and ISO/IEC 27001 allows for easier integration of management systems, eliminating the need for multiple processes that are the same or similar across management systems. This saves not only time and effort, but also reduce the cost of management systems implementation.
Basically, the structure of the ISO/IEC 20000 standard is now more aligned with that of other management system standards.
The changes in terminology in this part of the standard are very much to bring Part 2 into line with the terminology used in Part 1, the specification for a service management system.
New guidance has been added to Part 2 in the form of a section entitled Governance of Processes Operated by Other Parties. This section specifically deals with the governance processes operated by other parties, both internal and external.
This process shouldn’t be confused with Supplier Management as it is totally new. It deals with the control of service management processes from a governance perspective, rather than a management perspective.
With the addition of new guidance on scoping an SMS in Part 2, ISO and IEC have added extra parameters to be considered when writing a scoping statement. They additionally suggest a number of practices to follow when writing a scoping statement. The standard now also cross-references to Part 3 of ISO/IEC 20000.
The new guidance in Part 2 of the standard on continual improvement of an SMS suggests a more coherent and overarching approach to continual improvement than in the first edition of the Part 2. Guidance on creating an overarching policy for continual improvement has been added to the standard as well guidance on integrating continual service improvement into all process documentation.
Part 2 now also suggests having a documented procedure for accountability and authorities for all improvement activities. Outputs for continual improvement are also detailed, and Part 2 now also cross-references to Part 4 of ISO/IEC 20000.
Finally, on the design and transition of new or changed services 2012 edition of Part 2 of ISO/IEC 20000 goes into a lot more depth in providing guidance on managing the design and transition of new or changed services. Whereas the first edition of the standard gave just high level, abstract considerations, the 2012 edition goes into a lot more depth on the subject, providing quite in-depth guidance on the Design and Transition of New or Change Services process.
It gives an in-depth an explanation of the requirements in Part 1 of the standard. It also explains the concepts and the intent behind the process.
All in all, the new version of ISO/IEC 20000-2 should be welcomed. It brings the SMS implementation guidance into line with current best practice, as well as adding something extra to make purchasing a copy worthwhile!
You can also buy both main parts to ISO 20000 (Part 1 & 2) together.