ISO/IEC 20000-1:2011 Information technology - Service management – Part 1: Service management system requirements
ISO20000-1:2011 specifies the requirements for a service management system (SMS), and details how a service provider can plan, establish, implement, operate, monitor, review, maintain and operate an SMS.
Who should use ISO20000?
The requirements within the Standard include the design, transition, delivery and improvement of services to meet agreed service requirements. ISO20000-1 can be used by:
- An organisation seeking services from service providers and requiring assurance that their service requirements will be fulfilled.
- An organisation that requires a consistent approach by all its service providers, including those in a supply chain.
- A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements.
- A service provider to monitor, measure and review its service management processes and services.
- A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS.
- An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO20000-1:2011.
What's new in the 2011 version of ISO20000?
ISO/IEC 20000-1 has been updated to reflect the latest in best practice for service management:
- An expanded introduction, additional requirements and updated definitions section.
- Closer alignment with ISO9001 and ISO27001.
- Sections 3 and 4 have been merged into one section called Service Management General Requirements.
- New requirements for the management of new or changed services have been added.
- A refinement of the scope of the SMS and the governance process managed by other organisations.
- The plan-do-check-act (PDCA) cycle has been fully integrated.
- Problem Management and Incident Management processes have been aligned with ITIL® v3.
- More refined document and record control requirements.
- Revised and more in-depth requirements on supplier contracts.
- Added requirements on budgeting and accounting.