ISO 20000-1. IT Service management

ISO 20000 defines the requirements for a service management system through an integrated set of processes meant to support the efficient provision of IT services.

Although this is not a specific requirement, the use  of ITIL recommendations is helpful in obtaining conformity to ISO/IEC 20000-1.  This certification scheme is owned by the APM Group Ltd.

Certification to ISO/IEC 20000-1 provides the opportunity for the organization to demonstrate customer focus. The standard can be implemented and certified as a stand alone or it can be integrated with other management system standards like ISO/IEC 27001 (information security management system) or ISO 9001 (quality management system).

ISO 20000 Standard

IT service management includes all activities performed by an organization to plan, design, provide, operate and control IT services that it offers to customers.

ISO/IEC 20000 has been developed initially in 2005, the revised in 2011 and includes good practice guides from ITIL (Information Technology Infrastructure Library).

There are several parts of this standard like ISO/IEC 20000-1 (defining the requirements of a service management); ISO/IEC 20000-2 (a guide with relevant good practice) or ISO/IEC TR 20000-9 (a guide for applying ISO/IEC 20000-1 for cloud services), among others.

For certification purposes though, organizations should respect the requirements of ISO/IEC 20000-1. The main requirements are for the IT processes to be documented, adequately managed and continually improved.

ISO/IEC 20000-1 refers to aspects like the development and transition to new or changed service, continuity and availability of services, service budgeting, capacity management, supplier management, information security or the management of incidents and service requests.

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