ISO/IEC 20000

overview

Overview

1. What is ISO/IEC 20000?

2. ISO/IEC 20000 and ITIL

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BS 15000

BS15000 started in UK and first launched on July 1, 2003. Which

was replaced by ISO/IEC 20000 after formal launching on
December, 2005.
ISO/IEC 20000 is the first formal worldwide standard specifically
aimed at IT Service Management
It describes an integrated set of management processes for the
effective delivery of services to the business and its customers

ISO/IEC 20000 is derived from and complementary to ITIL

Audits are already available globally
Gartner on BS 15000 (now ISO/IEC 20000)
All improvement efforts in Service Management should be done with ITIL and BS 15000 as a
frame of reference and baseline.

ISO/IEC 20000 is likely to become a basic business requirement, in

the same way as ISO 9000
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ISO/IEC 20000, the worlds first quality

standard for service management
The standard is aligned with ITIL but is broader in concept
The standards checks that the overall concept of Service
Management has been set up and running correctly
ISO/IEC 20000 defines a level of quality for ITSM activities which
can be audited
The standard looks for a fixed feedback loop
Plan Plan Service Management
Do Implement Service Management
Check Monitor Measure and Review
Act Continuous Improvement

ISO/IEC 20000 Certification provides a basis for proving that an

organisation has implemented best practises and are using
them consistently across the organisation
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ISO/IEC 20000: Plan, Do, Check, Act

Management System
Common to
ISO/IEC 20000 and
ISO 9001
Business
Business
requirements
requirements

Management
Responsibility
ManagementServices
Responsibility
Manage
PLAN
PLAN
Plan
Plan service
service
management
management

Customer
Customer
requirements
requirements
Request
Request for
for new
new
or
changed
services
or changed services

New
New or
or changed
changed
service
service
Other
Other process,
process,

CHECK
CHECK

Monitor,
Monitor, Measure
Measure

Service
Service Desk
Desk

Customer
Customer
Satisfaction
Satisfaction
DO
DO
Implement
Implement
Service
Service
Management
Management

ACT
ACT
Continuous
Continuous
Improvement
Improvement

Other
Other process,
process,
business,
business,
supplier,
supplier, customer
customer

Business
Business
Results
Results

and
and Review
Review

business,
business,
supplier,
supplier, customer
customer

Team
Team &
& people
people
Satisfaction
Satisfaction

Other
Other Teams,
Teams,
e.g.
Security,
e.g. Security, IT
IT Operations
Operations

Source: ISO/IEC 20000-1:2005

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ISO 20000 Part 1 and Part 2 Basics

4 Applicable to service providers of all sizes and types
4 Independent of organizational structure
4 ISO/IEC 20000-1:2005 is a specification
4 Compulsory requirements
4 Defines what is required shall
4 Used as the basis of independent third-party audits
4 Notes are not mandatory
4 ISO/IEC 20000-2:2005 is a code of practice
4 Uses should
4 Guidance on best practice and guidance on the
application of the requirements contained in ISO
20000-1
4 Explains best practices and therefore the Part 1
requirements
4 ISO 20000-2 does not itself contain any compulsory
requirements

Part 1
Shall

Part 2
should

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ISO/IEC 20000 Content Overview

Management system
Planning and implementing service management
Planning and implementing new and changed services
Service Delivery Processes
Capacity
Management
Service Continuity &
Availability
Management

Service Level Management

Service Reporting

Control Processes

Information Security
Management
Budgeting and
Accounting

Configuration Management

Release
Processes

Change Management

Resolution Processes
Release
Management

Incident Management
Problem Management

Source: BSI based on process diagram in ISO/IEC 20000

Relationship
Processes
Business
Relationship
Management
Supplier
Management
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Why do you need a formal certification

program for Service Management?

A formal certification ensures your service management investment is

being well used
Drives consistency through the market place
Uses a broad base of Service Management experience to ensure that
you have implemented Service Management correctly
A formal seal of approval that the IT Department (Service Provider) can
use to show its sponsors

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How is certification provided?

itSMF have created a certification scheme under which

organizations can be independently audited
Managed by an itSMF Executive Sub-Committee (ESC)
itSMF register Certification Bodies (RCBs) and grant a licence to use the itSMF
ISO/IEC 20000 logo
RCBs conduct the audits

Auditors must remain independent

RCB auditors are only allowed to audit,
they cannot also provide consultancy

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ISO 20000 and ITIL

ISO/IEC 20000 and ITIL are aligned but:

4 ITIL is a set of guidelines
4 ISO 20000 is a set of universal requirements
4 Minor differences in scope and grouping
Anyone can claim they have adopted ITIL
The standard provides
4 A quality level for service management processes that can be
audited
ISO/IEC 20000 does not specify ITIL
4
..but ISO 20000 would be difficult to achieve without ITIL
4
..ISO 20000 checks ITIL has been adopted intelligently
ISO/IEC 20000 certification
4 Proof that an organization has implemented best practice
4 Independent, external auditing body
4 Personal certification examinations (consultant, auditor courses)
accredited by itSMF

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ITIL and ISO20000

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The position of the ISO 20000 quality

management framework in respect to
other frameworks
Drivers

Enterprise Governance

Balanced
Scorecard

Processes and
Procedures

COSO

COBIT

IT Governance

Best practice standards

CONFORMANCE
Basel II, SarbanesOxley Act, etc

PERFORMANCE:
business goals

ISO
9001:2000

ISO
17799

QA
Procedures

Security
Principles

ISO
20000

ITIL
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For more information . . .

ISO/IEC 20000 Certification

http://www.isoiec20000certification.com/

Institute

of Service Management

http://www.iosm.com

itSMF
http://www.itsmf.com

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