The ISO 20000 Service Management Standard has today been published. Based upon BS15000, the widely used standard from BSI, ISO 20000 comprises two distinct publications:
- ISO 20000-1
This is the Specification for Service Management. It is this part against which the formal certification scheme operates.
- ISO 20000-2
This is the Code of Practice for Service Management. It offers practical guidance and recommendations, and supports the first part of the standard.
THE IMPLICATIONS
This is an extremely significant development, for the first time creating a truly globally recognized certifiable corporate framework for ITSM. It defines an integrated process approach for delivery of managed services, and potentially offers a range of substantive benefits to the organizations adopting it.
THE RELATIONSHIP WITH ITIL
Importantly, it aligns fully with the IT Infrastructure Library (ITIL). This relationship, however, is probably best illustrated by means of a diagram, the so-called `ITSM Pyramid`, produced on the following web page: http://20000.fwtk.org/20000-itil.htm
This top-down relationship is also perhaps re-enforced via the certification schemes:
- ISO 20000 offers ORGANIZATIONAL certification
- ITIL offers PERSONAL certification
There is some overlap between ITIL and ISO 20000, but the two work together side by side, and compliment each other.
