ISO 20000

ISO/IEC 20000 (often referred to as just ISO 20000) is the international IT Service Management standard that enables IT organisations (whether in-house, outsourced or external) to ensure that their IT service management processes are aligned both with the needs of the business and with international best practice. ISO 20000 is comprised of two parts: a specification for IT Service Management (ISO 20000-1) and a code of practice for service management (ISO 20000-2). ISO 20000 was formerly called BS 15000 and was developed by the British Standards Institutions (BSI), international standards, testing and certification organization.

The Benefit of ISO 20000 is that ISO 20000 can assist an organisation in benchmarking its IT service management, improving its services, demonstrating an ability to meet customer requirements and create a framework for an independent assessment.

These are some of the most common uses of ISO 20000 by organisations:

  • An organisation seeking services from service providers and requiring assurance that their service requirements will be fulfilled.
  • An organisation that requires a consistent approach by all its service providers, including those in a supply chain.
  • A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements.
  • A service provider to monitor measure and review its service management processes and services.
  • A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the Service Management System (SMS).
  • An assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000-1:2011.