ISO 20000

ISO 20000

1 Title/current version
ISO/IEC 20000-1:2011 Standard for IT Service management

2 The basics of ISO 20000 books
ISO/IEC 20000-1:2011 is a service management system (SMS)
standard, which specifi es requirements for the service provider
to plan, establish, implement, operate, monitor, review, maintain
and improve an SMS. This standard consists of several parts.

3 ISO 20000 booksSummary
ISO/IEC 20000 is owned by the International Standards
Organization (ISO) and the International Electrotechnical
Commission (IEC). It is the international IT Service
Management standard that enables IT organizations (whether
in-house, outsourced or external) to ensure that their IT service
management processes are aligned both with the needs of the
business and with international best practice. It is based on, and
replaces, BS15000, which has now been withdrawn.

ISO/IEC 20000 helps organizations benchmark how they deliver
managed services, measure service levels and assess their
performance. It is broadly aligned with, and draws strongly on,

The standard has two main parts, both with the general title
Information technology - Service management, which enable IT
service providers to identify how to enhance the quality of service
they deliver to their customers, both internal and external:

  • Part 1: Specification (ISO/IEC 20000-1:2011) provides
    requirements for IT service management and is relevant to
    those responsible for initiating, implementing or maintaining
    IT service management in their organization
  • Part 2: Code of practice (ISO/IEC 20000-2:2005) represents
    an industry consensus on guidance to auditors and assistance
    to service providers planning service improvements or to be
    audited against ISO/IEC 20000-1:2011

The other parts provide additional guidance on a more detailed
level for specific areas like: scope definition and applicability
of ISO/IEC 20000-1 (part 3), Process reference model (part 4),
Exemplar implementation plan for ISO/IEC 20000-1 (part 5).

ISO 20000 uses the process-based approach of other management
system standards such ISO 27001:2005, ISO 9001:2008 and ISO
14001:2004, including the Plan-Do-Check-Act (PDCA) cycle and
requirements for continual improvement.

Organizations can have their IT service management systems
independently certifi ed as conforming to the requirements of
ISO/IEC 20000-1:2011.

ISO 20000-3 provides essential information on writing a scope
for a service management system (SMS) as well as providing
information on implementing an ISO/IEC 20000-1 SMS.

4 ISO 20000 books target audience
IT service providers; internal IT units; auditors.

5 Scope and constraints of ISO 20000 books
ISO/IEC 20000 is appropriate for IT service provider
organizations. It is suitable for all industry sectors and all sizes of 
organization except the very smallest (where a wide ranging ISO
9000 certification is more appropriate).

The traditional use of a formal standard is to achieve formal
certification; it is also helpful as a benchmark and guide to
implementing best practice processes. The inherent nature of
its unambiguously expressed requirements allows meaningful
period-by-period comparisons, which can deliver a measure
of improvement in a service provider’s processes. ISO 20000
can assist an organization in benchmarking its IT service
management, improving its services, demonstrating an ability
to meet customer requirements and create a framework for an
independent assessment.

To achieve wide and comprehensive coverage, the standard
addresses only the generically valid core elements of the service
management processes; it can never describe the full set of
processes/procedures that an individual service provider will
require to deliver effective and efficient, customer-focused

6 Relevant website for ISO 20000 books

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