ISO/IEC 20000 has been developed to provide a structured and audited approach to implementing successful and integrated IT Service Management. This has been based upon the established guidelines for support processes as defined in the ITIL (IT Infrastructure Library) Guidelines.
ITIL has emerged since the late 1980s from a UK Government process approach to be a globally accepted set of guidelines, now established in over 60countries worldwide.
ITIL provides organisations with improved service quality, through increased control and visibility of business and service processes, greater accountability and management reporting, plus a far improved level of consistency and predictability across departments.All of these factors provide IT organisations with the tools and standards to deliver far greater alignment of services to the organisation that they support.
The key feature to note is that all the service management processes need to be integrated – none can exist completely in isolation. As a result (and following the ITIL approach) the ISO/IEC 20000 process requires adherence to the minimum standard across all of the stated processes – there is no modular or ‘phased’ approach to achieving ISO/IEC 20000.
ISO/IEC 20000 – key components
- The Specification
- The Code of Practise
- The Workbook
ISO 20000 is an IT Service Management System standard that provides a framework for best practices, based on the ITIL principles and ISO 9001:2008. ITIL is the most widely adopted approach for IT Service Management in the world. It provides a framework for identifying, planning, delivering and supporting IT services to the business:
- Service Strategy – Strategic analysis, planning, positioning
- Service Design – Translates plans to designs to specifications
- Service Transition – Ensures design will deliver and can be operated
- Service Operation – Manage a service throughout production lifecycle
- Continual Service Improvement – Measures performance for maximum benefit