ISO/IEC 20000 – ITSM Standard

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Approach

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ISO 20000 is the International Standard which sets out a specification for a service management system (SMS). It also covers ongoing maintenance and continual improvement.

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ISO 20000 enables an organisation to deliver effective IT services to meet business and customer requirements. The standard itself has two main parts:

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• Part 1: Specification (Organisations must comply with Part 1 to achieve ISO 20000 certification.)

• Part 2: Code of Practice (Part 2 gives guidance on the implementation of an SMS that meets the requirements in Part 1.)

 

ISO 20000 can be implemented by any type or size of organisation. However, small organisations may find implementation more complex, so other frameworks maybe more appropriate in those circumstances.

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Organisations looking to certify to ISO 20000 will want to establish their level of compliance to the standard prior to undertaking a formal certification.