ISO 20000
History and Background
The International Organization for Standardization (ISO) first released the ISO/IEC 20000 standard in 2005. The standard was developed by a committee of experts from various countries to provide a global framework for IT service management.
The initial version of the standard, ISO/IEC 20000-1, provided a comprehensive framework for managing IT services, including service strategy, service design, service transition, and continuous improvement. Over time, additional standards have been released, including ISO/IEC 20000-2 (Service Desk Management), ISO/IEC 20000-3 (Incident, Problem, Change, and Request Management), and ISO/IEC 20000-4 (Continued Service Availability).
Key Concepts
The ISO 20000 standard is based on the following key concepts:
- Service Strategy: This involves defining an organization's service vision, mission, and objectives.
- Service Design: This involves designing services that meet customer needs and expectations.
- Service Transition: This involves transitioning new or changed services into production.
- Continued Service Availability: This involves ensuring that services are available when needed.
Technical Details
The ISO 20000 standard consists of three main parts:
- ISO/IEC 20000-1:2011 (Information Technology -- Service Management -- System): This part provides a comprehensive framework for managing IT services.
- ISO/IEC 20000-2:2012 (Information Technology -- Service Management -- Service Desk): This part provides guidelines for service desk management.
- ISO/IEC 20000-3:2012 (Information Technology -- Service Management -- Incident, Problem, Change, and Request Management): This part provides guidelines for incident, problem, change, and request management.
The standard also includes a number of supporting documents, including:
- ISO/IEC 20000-4:2012 (Information Technology -- Service Management -- Continuation of Service Availability): This document provides guidelines for continued service availability.
- ISO/IEC 20000-5:2018 (Information Technology -- Service Management -- Continuation of Service Availability with a focus on security, reliability and continuity): This document provides an updated version of the continuation of service availability standard, focusing on security, reliability, and continuity.
Applications/Uses
The ISO 20000 standard is widely used in various industries, including:
- Finance and banking
- Healthcare
- Government
- Manufacturing
- Retail
Many organizations use the ISO 20000 standard to improve their service quality, customer satisfaction, and business efficiency. For example:
- The UK government uses the ISO 20000 standard to manage its IT services.
- A large financial institution in Asia uses the standard to manage its service desk.
Impact/Significance
The ISO 20000 standard has had a significant impact on the IT industry:
- Improved service quality and customer satisfaction
- Increased business efficiency and productivity .li>Better incident and problem management
Related Topics
The ISO 20000 standard is related to other standards, including:
- ISO/IEC 27001 (Information Technology -- Security and Privacy Policy): This document provides guidelines for information security and privacy.
- ISO/IEC 38500 (Governance of IT Services): This document provides guidelines for governance of IT services.
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