ISO/IEC 20000 is the international standard for service
management, applicable to all service providers, regardless of type, size and
nature of the services delivered.
Part 1 of ISO/IEC 20000 contains requirements for
"establishing, implementing, maintaining and continually improving a
service management system (SMS)". These are the mandatory requirements
which must be fulfilled by organizations to be compliant with the ISO 20000
standard.
The standard was first published in 2005 and subsequently
updated in 2011.
A third, completely revised version of the standard
(referred to as ISO/IEC 20000:2018 Part 1) was released on 15 September 2018.
A new edition of ISO 20000 was published on 15 September
2018. ISO/IEC 20000:2018 (Part 1) is a completely revised version of the
international service management standard, ISO/IEC 20000:2011. With the update
of the ISO 20000 standard, new requirements have been introduced (for example
in the areas of service planning and delivery), some content has been removed
(such as references to the "PDCA" methodology), and several clauses
have been rephrased in the latest edition of ISO 20000 to be more generic.
The main differences
between ISO/IEC 20000:2018, Part 1 and the previous 2011 edition are as
follows:
• A new
high-level document structure has been introduced in line with other management
system standards, making it easier for organizations to comply with several
standards such as ISO 9001 (Quality Management) or ISO 27001 (Information
Security Management).
• Terms
and definitions have been revised to include terms specific to management
system standards. A reference has been added to the terms and definitions given
in ISO/IEC 20000-10.
• Clauses
have been revised or added to take into account the growing trends in service
management, such as commoditized services and the management of multiple
service providers by a service integrator.
• Some
detail has been removed to allow organizations more flexibility in fulfilling
the requirements.
• An explicit
requirement to "establish, implement, maintain and continually improve a
service management system (SMS)" has been introduced.
• References
to the "PDCA" ("Plan-Do-Check-Act") methodology have been
deleted because many improvement methods can be used with management system
standards.
• New
requirements for context of the organization and actions to address risks and
opportunities have been added.
• Requirements
for documented information, resources, competence and awareness have been
updated.
• Additional
requirements for service planning, knowledge, asset management, demand
management and service delivery have been inserted.
• Requirements
for incident management and service request management have been separated out
into two sets of requirements.
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