ISO  20000

IT Service Management System Standard

ISO 20000 is the first world wide standard specifically aimed at IT service management. The standard specifies requirements for an IT service management system. It helps identify and manage the key processes involved in delivering effective IT services which meet the need of the business and the customer.

The standard is based on the best practice foundation of the IT Infrastructure Library (ITIL). It introduces a service culture and provides the methodologies to deliver services that meet defined business requirements and priorities in a manageable way.

ISO 20000 consists of two parts:

v  ISO 20000 – 1 defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers. The scope includes:

v  Requirements for a management system

v  Planning and implementing service management

v  Planning and implementing new or changed services

v  Service delivery processes

v  Relationship processes

v  Control processes, and

v  Release processes

v  ISO 20000 – 2 is the code of practice and describes the best practices for service management processes within the scope of ISO 20000 – 1

The code of practice will be of particular use to organizations preparing to be audited against ISO 20000 or planning service improvements. In order to be awarded an SABS certificate of registration for you IT service management system, you need to be assessed by the SABS auditors to the requirements of ISO 20000 part 1:2005