ISO/IEC 20000 International Service Management standard
ISO/IEC 20000 standard is based on ITIL best practices and follows the British BS 15000 standard. Organizations seeking recognition regarding their Service Management maturity may prepare and become ISO/IEC 20000 compliant.
This lens gives you the basics on ISO/IEC 20000.
ISO 20000 Essential links
- Official itSMF site on ISO 20000
- Here you can check already certified organizations, a RCB list, a FAQ and a bit on the background of this standard.
- FAQ on ISO 20000
- FAQ on ISO 20000. What's part 1 and part 2 of the standard, for instance.
- RCBs List
- Registed Certified Bodies are entitled to give ISO 20000 to an organization that complies with the standard.
- ISO 20000 Announcement
- From itSMF UK (16th of December 2006)
ISO/IEC 2000 Certification steps
A quick list to get you started with the ISO/IEC 20000 certification
- RCB (Registered Certified Body) selection
- ISO/IEC 20000 audit scope check
- Ensure the whole organization knows what it takes to get ISO/IEC 20000 certification
- Initial assessment to determine the organization's maturity level for the certification
- Develop the preliminar glbal plan and obtain top management sponsorship
- Perform detailed assessments and reviews
- Create and Manage the SIP (Service Improvement Programme) using Deming's cycle approach: Plan, Do, Check and Act
- Implement improvements
- Schedule formal ISO/IEC 20000 Audit
ISO/IEC 20000 on Amazon
Why People Matter, 2nd Edition
By Jenny Dugmore and Shirley Lacy.
Amazon Price: $50.00 (as of 01/06/2010) 
ISO 20000: A Pocket Guide
Really short introduction to the ISO/IEC standard. Goes through both Specification (part 1) and Code of Practice (part 2).
Amazon Price: $23.00 (as of 01/06/2010)
The Differences Between BS 15000 and ISO/IEC 20000
There are some differences between ISO/IEC 20000 and its predecessor (BS 15000)
Amazon Price: $50.00 (as of 01/06/2010)
Implementing Iso/Iec 20000 Certification: The Roadmap (ITSM Library)
Amazon Price: $58.00 (as of 01/06/2010)
What is ISO/IEC 20000?
More information on this standard
The international ISO standard ISO/IEC 20000 describes an integrated set of management processes for the effective delivery of IT services to the business and its customers. It's the first standard on IT Service Management.
ISO/IEC 20000 is based upon the ITIL framework from the Office of Government Commerce (OGC).
More on ISO/IEC 20000 Specification and Code of Practice parts
ISO/IEC 20000 has two complimentary parts. Read about bellow
Is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers. The scope includes:
Requirements for a management system
Planning and implementing service management
Planning and implementing new or changed services
Service delivery process
Relationship processes
Resolution processes
Control processes
Release processes
ISO/IEC 20000-2:2005 "Code of Practice"
Describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The code of Practice will be of particular use to organisations preparing to be audited against ISO/IEC 20000 or planning service improvements.
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