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Aug 3, 2024, 4:58:14 PM8/3/24

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The technology sector is in a constant state of flux. Keeping up with all the changes is a difficult but necessary task for IT professionals that want to remain ahead of the curve. This is what makes IT service management equal parts exciting and frustrating.

Created by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC), ISO/IEC 20000 is a service management best practices guide. Similar in intent but different in execution to the Informational Technology Infrastructure Library (ITIL), ISO 20000 was drafted for the purpose of helping organizations develop and maintain excellent software-as-a-service (SaaS) offerings.

Originally published in 2005, ISO/IEC 20000 has seen numerous updates over the past two decades. ISO/IEC 20000 is broken up into several parts which are updated contingent upon changes made to ISO/IEC 20000-1.

Due to the constantly shifting nature of the IT world, ISO/IEC 20000 is in a state of continual improvement much like the service management process itself. ISO/IEC 20000 certification can go a long way in providing organizations some much needed credibility with their customers. ISO/IEC 20000 certifications must be renewed every 3 years, which makes keeping up with changes even more imperative for organizations and individuals who seek them.

The most recent version of this document is ISO/IEC 20000-1:2018, which cancels and replaces the edition created in 2011 (ISO/IEC 20000-1:2011). The major revisions from the 2011 version to the updated version were made to maintain the relevant requirements regarding modernizations in the service management field.

Some of the growing trends that are now accounted for by the updated ISO/IEC 20000-1 are commoditization of services, management of multiple suppliers by service integrators, and the need for determining service value for customers. Other changes include restructuring into the high level structure used for all management system standards and an overall reduction in specificity to shift the focus onto what organizations should do while providing freedom regarding how to accomplish those goals.

Part 2 of ISO/IEC 20000 is ISO/IEC 20000-2. Its purpose is to provide guidance regarding the application of a service management system based on ISO/IEC 20000-1. This complementary component gives examples and offers recommendations, aiding organizations in their application and interpretations of ISO/IEC 20000-1.

This document should be seen as a supplementary resource for organizations seeking to apply ISO/IEC 20000 recommendations to their service management operations. The goal of ISO/IEC 20000-2 is to provide supporting information and examples, making the application of ISO/IEC 20000-1 easier to implement. Despite this, examples and supplementary details are kept generic to provide context without placing constraints on the organization so it may act on the requirements as best fits its needs.

Part 3 of ISO/IEC 20000, ISO/IEC 20000-3 is also a supplementary document created to aid in the application of ISO/IEC 20000-1. Specifically, ISO/IEC 20000-3 deals with the definition of scope and the applicability of requirements detailed in ISO/IEC 20000-1. This document aids an organization in understanding whether ISO/IEC 20000-1 can apply to its circumstances.

ISO/IEC 20000-3 can aid organizations during the planning and preparation phases of performing conformity assessments against ISO/IEC 20000-1. This document is useful for personnel in charge of implementation of a service management system as well as SMS assessors and consultants. It is supplemental to both ISO/IEC 20000-1 and ISO/IEC 20000-2.

The three core pieces of ISO/IEC 20000 work in conjunction with one another to provide organizations with guidance on implementing and improving their service management systems. All three parts have been updated to retain relevancy in the modern era of IT service management.

These three sections do not make up the entirety of ISO/IEC 20000, but they are the essential pieces necessary for organizations seeking to apply these standards to specific operations. Additional sections are still in the process of being updated and published.

ISO/IEC 20000-3:2012 is useful for service providers, consultants and assessors. It includes practical guidance on scope definition, applicability and demonstration of conformity to the requirements in ISO/IEC 20000-1. Guidance on the different types of conformity assessment and assessment standards is included.

Although the requirements in ISO/IEC 20000-1 do not change with organizational structure, technology or service, operating the processes in a particular service environment will result in specific skill, tool and information requirements. Service management processes can cross many organizational, legal and national boundaries as well as different time zones. Service providers can provide a range of services to several different types of customers, both internal and external. Service providers can also depend on a complex supply chain for the delivery of services. This dependency can make the agreement and application of scope a complex stage in the service provider's use of ISO/IEC 20000-1.

ISO/IEC 20000-3:2012 will assist in establishing if ISO/IEC 20000-1 is applicable to a service provider's circumstances. It illustrates how the scope of an SMS can be defined, irrespective of whether the reader has experience of defining the scope of other management systems. The guidance takes the form of practical examples, typical scenarios and recommendations.

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ISO/IEC 20000-2 contains guidance for the implementation of a service management system based on ISO/IEC 20000-1. It explains the requirements in ISO/IEC 20000-1 and has many examples of how an organization can meet those requirements. Where ISO/IEC 20000-1 states the "what" of a service management system, ISO/IEC 20000-2 explains the "how".

ISO/IEC 20000-3 deals with scope definition and how to work with one or more suppliers in a service management system. The scope is a description of what is and what is not included in the service management system: what services are provided, to whom, from what locations, etc. The scope should be documented as part of the service management system documented information and can become complex, depending on the organization it is for. ISO/IEC 20000-3 provides many examples of how a scope statement should be written, especially when using one or more suppliers to provide part of the services. ISO/IEC 20000-3 can be used in environments with multiple suppliers, where SIAM (Service Integration and Management) is used to manage these.

The ISO/IEC 20000 series core publications have now been completely updated. The working group will continue updating existing standards and publishing new standards in the comping period, so keep an eye out for these.

Dolf van der Haven is a member of the ISO/IEC JTC1 SC40 committee developing the ISO/IEC 20000 series of standards. He has published two books about the ISO/IEC 20000:2018 standard, as well as a full documentation toolkit, available on ITSM Shop.

ISO/IEC 20000 is the international standard for IT service management. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018.[1] It was originally based on the earlier BS 15000 that was developed by BSI Group.[2]

ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL framework,[citation needed] although it equally supports other IT service management frameworks and approaches including Microsoft Operations Framework and components of ISACA's COBIT framework. The differentiation between ISO/IEC 20000 and BS 15000 has been addressed by Jenny Dugmore.[3][4]

Formally: ISO/IEC 20000-1:2018 ('part 1') specifies requirements for "establishing, implementing, maintaining and continually improving a service management system. An SMS supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.". The 2018 version (ISO/IEC 20000-1:2018) comprises ten sections, following the high-level structure from Annex SL of the Consolidated ISO/IEC Directives, Part 1:

ISO/IEC 20000-3:2019 provides guidance on scope definition, applicability and demonstration of conformance for service providers aiming to meet the requirements of ISO/IEC 20000-1, or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.

As with most ISO standards, organizations and individuals seek training towards establishing knowledge and excellence in applying the standard. The certification scheme targets organizations, while the qualification scheme targets individuals.

In terms of certification, there are leading certification bodies around the world, for instance, BSI in UK, Quality Austria in Austria, JQA in Japan, KFQ in Korea and SAI Global in Australia, Asia and Americas.

The importance of certification to ISO/IEC 20000 is not correlated by global adoption.[5] ISO collects the number of certificates issued from the different certification bodies and publishes the results annually in The ISO Survey of Management System Standard Certifications. The 2020 survey reports that 7846 (5461 in China) certificates were issued for ISO/IEC 20000.[6]