ISO/IEC 20000
The ISO / IEC 20000 is an internationally recognized standard for IT service management, in which the requirements for a professional IT service management are documented. Certification is possible for organizational units. A purchased certificate must be renewed every three years.
Objective
The ISO / IEC 20000 goes back to the British Standard BS 15000 long-standing. In a " Fast Track " method of BS 15000 was transferred 20000 from the Joint Technical Committee ISO / IEC JTC 1, Information Technology in the ISO / IEC and published on 15 December 2005. Further parts were published in 2009 and 2010. In 2011, the first part of the standard was revised and adopted as a new version.
The ISO / IEC 20000 IT Service Management serves as a measurable quality standard for IT Service Management ( ITSM). These IEC in the ISO / 20000 specified and shown the necessary minimum requirements for processes that must establish an organization to provide and manage IT services in a defined quality. The ISO / IEC 20000 is aligned with the process descriptions, as defined by the IT Infrastructure Library ( ITIL), the Cabinet Office ( 2010: Office of Government Commerce - OGC) are described, and adds complementary.
With a scope statement certification to an organization ( company, department, etc. ), one or more services and locations ( locations) is set. There are limited or broad definitions possible. The Scope Statement is listed in the certificate. A restriction on the management processes is not possible. As a result, it is determined whether the scope reaches the certification. The ISO / IEC 15504, it is since the publication of Part 8 is now also possible to determine the skill level for individual processes or the degree of maturity for the entire organization to a standard. This represents a differentiated evaluation, can be represented by the lying also on the ISO/IEC-20000-Anforderung results.
The ISO / IEC 20000 with the following requirements and processes to be defined:
- Requirements for the management system
- Planning and implementing service management
- Planning and implementing new or changed services
- Service Level Management
- Service Reporting
- Availability and Service Continuity Management
- Financial planning and accounting for IT services
- Capacity Management
- Information Security Management
- Business Relationship Management
- Supplier Management
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release and Deployment Management
Components of the ISO / IEC 20000
The ISO / IEC 20000 consists of five parts. Parts 1 and 2 represent the standard is (IS - International Standard); parts 3-5 are supplements (TR - Technical Report ).
- ISO / IEC 20000 Part 1 - " Service Management System Requirements"
- ISO / IEC 20000 Part 2 - "Code of Practice "
- ISO / IEC 20000 Part 3 - "Guidance on Scope Definition and Applicability of ISO / IEC 20000-1 "
- ISO / IEC 20000 Part 4 - "Process Reference Model "
- ISO / IEC 20000 Part 5 - " copy Implementation Plan for ISO / IEC 20000-1 "
Certification
Basically, only organizations (companies, cooperatives, etc. ) can be certified. People can only demonstrate that they have certain knowledge in the application and implementation of the standard.
- IT organizations
- People
Where to Buy
The ISO standards are available to order via the ISO or the Beuth -Verlag.