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ISO 20000 May 6, 2008

Posted by Coolguy in IT Governance.
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  • Standard for IT Service Management
  • Supersedes BS 15000
  • It describes an integrated set of management processes for the effective delivery of services to the business and its customers.
  • It is derived from ITIL and is complimentary to it
  • This standard checks that Service Management is setup and operating correctly.
  • It is divided into Part 1 and 2

ISO 20000-1

This part deals with compulsory requirements and is typically used for third party audits. This is a formal specification covering:

  • 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; and
  • Release processes

ISO 20000-2

This part offers guidance on best practices and application of all the requirements contained in part 1. This part doesn’t have any new requirements of its own.

More info on IS0 20k vs ITIL is here.

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