ISO/IEC 20000 is the first international
standard for IT service management that essentially allows organizations to
demonstrate excellence and prove best practice in IT service management. It is
based on and intended to supersede the earlier BS 15000.
ISO/IEC 20000, like its BS 15000
predecessor, was originally developed to reflect best practice guidance
contained within the ITIL®(Information Technology Infrastructure Library)
framework, although it equally supports other IT service management frameworks
and approaches including Microsoft Operations Framework and components of
The standard allows IT service provider
organizations to achieve conformance to a service management system which
requires them to continually improve their delivery of IT services. ISO/IEC
20000 was first released in 2005 and is now at the second edition
ISO/IEC 20000 Certification Roadmap
The ISO/IEC 20000 Certification Scheme has been
developed to offer a tiered examination structure with basically two levels of
- ISO/IEC 20000 Foundation
- ISO/IEC 20000 Practitioner
- ISO/IEC 20000 Auditor
ISO/IEC 20000 Benefits
Benefits for Individuals:
- Understand the relationship between ISO/IEC 20000 standard and
ITSM and use best practices in ITSM to apply appropriate methods within an
- Understand, identify and explain the potential issues regarding
applicability, eligibility and scoping to assist in certification readiness
assessment and certification audits as well as advising on the implementation
of continual improvement processes.
- Produce a gap analysis supported by an improvement and
- Describe the scope, aims and use of the ISO/IEC 20000
specification and code of practice, through an understanding of the roles of
the component parts of the standard.
- Recognize the need to plan and implement ITSM processes, report
on the IT services and major metrics of the ITSM processes, schedule and
conduct regular reviews, assessments and audits and plan for continual service
Benefits for Organizations:
- Establish an on-going culture of continual improvement and
learning within an organization, providing a target to achieve and maintain.
This leads to continual improvement in the quality of IT services provided and
increased business and customer confidence in the service provider and their
ability to deliver.
- Ensure that organizations focus on the implementation of a set of
integrated processes and solutions that are appropriate, suitable and effective
in meeting the needs of the business processes, the customers and the users
- Increase the rate of change and the productivity of staff and the
use of their skills and expertise. This in turn leads to reduced long-term
costs and a reduced risk of being unable to meet business objectives.
- Enable organizations to adopt a structured approach to service
management based on best practice guidance, allowing them to better understand
their business and their needs, their roles and their processes. This leads to
an improved reputation, relationships, inter-working and communication with
their business and customer contacts.
- Enable organizations to internally assess their processes and
activities against international standards as a method of identifying and
- To be independently, externally audited for compliance using a
scheme and standard that is internationally recognized and respected.