ISO 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.
ISO 20000-1:2011 can be used by:
- An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
- An organization 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 ISO/IEC 20000-1:2011.
Parts
20000-1
Formally: ISO 20000-1:2011 (‘part 1’) includes “the design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider. This part of ISO 20000-1:2011 requires an integrated process approach when the service provider plans, establishes, implements, operates, monitors, reviews, maintains and improves a service management system (SMS).”. The 2011 version (ISO 20000-1:2011) comprises nine sections:
- Scope
- Normative references
- Terms and definitions
- Service management system general requirements
- Design and transition of new or changed services
- Service delivery processes
- Relationship processes
- Resolution processes
- Control processes
20000-2
ISO 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO 20000-1:2011. ISO 20000-2:2012 can answer many of the questions organizations and individuals have about implementing an SMS, as well as how to interpret and apply ISO 20000-1:2011 more accurately and therefore use it more effectively.
ISO 20000-2 Standard
20000-3: Service providers
ISO/IEC TR 20000-3:2009 provides guidance on scope definition, applicability and demonstration of conformance for service providers aiming to meet the requirements of ISO/IEC 20000-1, or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.
20000-4: Process assessment model
ISO/IEC TR 20000-4:2010 is intended to facilitate the development of a process assessment model according to ISO/IEC 15504 process assessment principles. ISO/IEC 15504-1 describes the concepts and terminology used for process assessment. ISO/IEC 15504-2 describes the requirements for the conduct of an assessment and a measurement scale for assessing process capability.
20000-5
ISO/IEC TR 20000-5:2010 is an exemplar implementation plan providing guidance to service providers on how to implement a service management system to fulfil the requirements of ISO/IEC 20000-1 or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It could also be useful for those advising service providers on how to best achieve the requirements of ISO/IEC 20000-1.
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