An Overview of ISO 20000

ISO 20000 is an International Standard for ITSM (Information Technology Service Management), published by ISO (International Organisation for Standardisation) and International Electoral Commission (ICE) and revised in 2011 & 2018. It was primarily based on the earlier BS 15000 that BSI Group developed. ISO/IEC 20000, like its BS 150000 predecessor, was originally introduced to reflect best practice guidance contained within the ITIL Framework, although it equally supports other IT Service Management Frameworks & approaches, including Microsoft Operations Framework & components of ISACA’s COBIT framework. To become an International Standard, ISO 20000 had to be agreed upon by a majority of member nations, which means it is accepted by a majority of countries globally.

ISO 20000 Certification Standard aids the IT Departments ensure their ITSM Framework processes are aligned with global best practices & business requirements. This Certification helps the organisations benchmark how they measure service levels, deliver accurate services & assess their performance on a globally recognised scale.

Importance of ISO 20000 Certification

• This Certification help and advice organisations to improve performance and generate revenue.
• It teaches them to evaluate a gap analysis and it also helps people to make a plan for implementing the improvements.
• It helps assess & advise organisations regarding the implementation of continuous policies & objectives.
• It also advises & explains the definition of applicability & scope.
• ISO 20000 Certification explains the use of tools & technology to support a service management system’s implementation & improvement. The technology also guides people to achieve this Certification.
• This Certification aids people in understanding, evaluating, create & apply a proper service management plan. The plan should comprise the service management objectives & policies.

Sections of ISO 20000

This Certification has various sections. The management needs to be familiar with the various sections so that their organisations get ISO 20000 Certification. The sections are as follows:

Design & Generation of the New and Altered Services

Following are the subsections of this section:

• Developing & designing the new or changed services
• General
• Planning new or changed services
• Transitioning the new or changed services

Resolution Management

• Problem management
• Incident & service request management

General Requirements of the Service Management System (SMS)

• Improving & establishing the Service Management System
• Documentation
• Resource Management
• Scope
• Plan Service Management System
• Implement & operate Service Management System
• Reviewing the Service Management System
• Improving & maintaining the Service Management System
• Governing & processes operated by other parties

Control Processes

• Configuration management
• Deploying the management
• Change management

Service Delivery Processes

• Continuity of service
• Availability of testing
• Availability of management
• Service management
• Budgeting & accounting for IT management services
• Information security changes & incidents
• Service level reporting

Relationship Processes

• Supplier management
• Business relationship management