ISO/IEC 20000:2005

While the Information Technology Infrastructure Library, ITIL®, has received widespread adoption as a 'de facto' standard for quality IT Service management for many years, it has been next to impossible for an organization to demonstrate compliance in a meaningful way. However, with the release of ISO/IEC 20000, the first true international standard for IT Service Management, organizations can now demonstrate a certification to IT Service Management standard and distinguish themselves as service providers of quality IT services in today's very competitive market place.

Part 1 of the ISO/IEC 20000 standard is the formal specification that an organization must meet to obtain ISO/IEC 20000 certification. Part 2 of the ISO/IEC 20000 standard provides guidance that an organization can use for the service management processes within the scope of the ISO/IEC 20000 specification.

What ISO/IEC 20000 Addresses

ISO/IEC 20000 is comprised of two parts, ISO/IEC 20000-1 "Specification for Service Management" and ISO/IEC 20000-2 "Code of Practice for Service Management." The content of each of these components includes:

ISO/IEC 20000-1

  • Scope
  • Terms & Definitions
  • Requirements for a Management System
  • Planning and Implementing Service Management
  • Planning and Implementing New/Changed Services
  • Service Delivery Processes
  • Relationship Processes
  • Resolution Processes
  • Control Processes
  • Release Processes

ISO/IEC 20000-2

  • Scope
  • Terms and Definitions
  • The Management Systems
  • Planning and Implementing Service Management
  • Service Delivery Processes
  • Relationship Processes
  • Resolution Processes
  • Control Processes
  • Release Management Processes

ISO/IEC 20000 provides numerous organizational advantages, which vary with each implementation. Though specific to each organization, some of the benefits include:

  • Alignment of IT services and business strategies
  • Development of a formal framework for service improvement projects
  • Define benchmarks for industry best practices
  • Strengthened competitive advantage for cost-effective services
  • Organize roles and responsibilities among team member for better accountability
  • Reduced risk and eases organizational change
  • Increased interaction on silos of the organization

Those seeking to develop an organization-wide improvement use ISO/IEC 20000 with other tools, such as ITIL®, to address all aspects for a successful organizational shift. In addition, to ITIL, Plexent's proprietary itDNA® includes both standards to provide the most comprehensive consulting services in the industry.

ISO/IEC 20000:2005 "What" - ITIL  "How" - itDNA 
Scope N/A checkmark
Terms Definitions Mostly ITIL Terms checkmark
Managed System Requirements N/A checkmark
Plan/Imp Service Management N/A checkmark
Plan/Imp New/Change Svcs N/A checkmark
Service Delivery Processes SLM, ITSCM, Avail, FM, CAP, SEC checkmark
Relationship Processes N/A checkmark
Resolution Processes Incident & Problem checkmark
Control Processes Change & Configuration checkmark
Release Processes Release checkmark

ISO/IEC 20000 Services

Plexent offers the following ISO/IEC 20000 Certification Readiness Services:

Consulting

  • Adoption
  • Process Enablement
  • On-site
  • Remote

Intellectual Property

  • Content
  • Tools
  • Knowledge Base

Subscription Support Services

  • Surveillance Audit and IP Refresh

Training and Development Programs

  • ISO/IEC 20000 Certification Training
  • ISO/IEC 20000:2005 Introduction
  • Leader and Organizational Awareness Training
  • Appraisals

Plexent consultants collaborate with organizations to tailor services and training to meet organizational needs.

Click here to learn more about ISO/IEC 20000 in a Plexent case study.

 

itDNA®