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ISO 20000 _
Introduction
ISO 20000 has a long pedigree being underpinned by ITIL service management best practices. The first version was a British Standard, BS15000, published in 2000. Following an early adopters’ trial, various recommendations for improvement were made and the standard was updated in 2002. This was then fast tracked to become an international standard, ISO20000 which was published in 2005. This certificate ensures that an organisation gains all the benefits of utilising best practice in service management. Many companies claim to implement ITIL best practice but these are often selective implementations which are not independently checked. With ISO20000 as with any other standard, the use of best practice will be assessed annually ensuring that all the benefits often promised are truly gained.
Framework
The framework of service management guidance is represented below. Although the framework shows the most commonly used best practice framework of ITIL, it is not mandatory to implement ITIL best practice in order to satisfy the requirements of the standard. Use of other frameworks such as eTOM will be equally valid.
Scope
The standard requires an IT Service provider, either internal or external, to satisfy requirements for all processes as shown in the process model below. The processes cover the ITIL processes and bring in additional areas to provide a complete view of IT Service Management. There can be no processes excluded for certification. The scope does allow for some of the processes to be outsourced as long as management control can be shown over those outsourced processes. The standard aligns with ISO9001 in the Management System requirements and the Plan-Do-Check-Act cycle in Planning and Implementing Service Management. Indeed those companies with ISO9001 certification should already find that they satisfy some of the requirements of ISO20000. ISO20000 can be achieved either in conjunction with ISO9001 or stand alone. ISO20000 also links with ISO27001. The requirements for information security management within ISO20000 are a sub set of those in ISO27001. Those companies already certified to ISO27001 level for the same scope should have already satisfied all the information security requirements in ISO20000. The standard can be attained for varying scopes within a service provider: All or some IT Services e.g. financial services, supply chain services All or some Technology e.g. application management, infrastructure management, desktop support All or some customers e.g. one specified customer or all customers All or some locations e.g. one location or all locations