ISO 20000 is the international standard that describes best practice for IT service management (ITSM). It helps organisations evaluate how effectively they deliver managed services, measure service levels and assess their performance. It is strongly linked to ITIL®, the most common approach for IT service management.
The Standard is split into five parts:
- Part 1: Service management system requirements
- Part 2: Guidance on the application of service management systems
- Part 3: Guidance on scope definition and applicability of ISO/IEC 2000-1
- Part 4: Process reference model
- Part 5: Exemplar implementation plan for ISO/IEC 20000-1
Organisations primarily adopt ISO 20000 to identify whether their services are working and how they can be improved. Certification also demonstrates to current and potential clients that the organisation is committed to a high quality of service; reduces the costs of conformance to many laws, such as the Payment Card Industry Data Security Standard; and gives organisations wider access to the public sector, as many government authorities require IT service providers to demonstrate compliance with the Standard.
Read more about ISO 20000:
- Implementing ISO 20000
- 7 ways ISO 20000 can benefit your organisation
- ISO 20000: A new career opportunity for auditors
- An introduction to ITIL
Become an ISO 20000 expert
Those looking to adopt ISO 20000 should consider enrolling on our ISO/IEC 20000 Practitioner Certificate Course.
This three-day training course helps you develop your organisation’s service management capability and assess its certification readiness. It covers the principles of ITSM, the interpretation and application of ISO 20000 and how you can implement its requirements.