ISO/IEC 20000

International Standard Organization (ISO) and International Electrotechnical Commission (IEC) - ISO/IEC 20000 is the first international standard for IT Service Management. It was based on British Standard, BS 15000.  The standard was first published in December 2005 and it is comprised of two parts.

ISO 20000 was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework. 

The ISO 20000 Q Model

ISO 20000-1

Part 1 defines a specification and promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements. It comprises ten sections:

• Scope
• Terms & Definitions
• Planning and Implementing Service Management
• Requirements for a Management System
• Planning & Implementing New or Changed Services
• Service Delivery Processes
• Relationship Processes
• Control Processes
• Resolution Processes
• Release Process.

ISO 20000-2

Part 2 defines a 'code of practice', and describes the best practices for service management within the scope of ISO 20000-1. It comprises the same sections as Part 1 but excludes the 'Requirements for a Management system' as no requirements are imposed by Part 2.

ISO20000 Certification Scheme

IS

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