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» ISO 20000 Page ID : WP703 | Last Updated 15 Oct, 2018, 06:27AM
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ISO/IEC 20000

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

It consists of two distinct parts : 
  1. The Specification : ISO20000-1 defines the requirements for a service provider to deliver managed services.
  2. The Code of Practice : ISO20000-2 describes detailed best practices for the processes defined within ISO 20000-
Overall, these standards specify five key group service management processes: Service Delivery, Relationship, Resolution, Control and Release.
Formally: ISO/IEC 20000-1 ('part 1') "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It comprises ten sections:
  • Scope
  • Terms and definitions
  • Planning and implementing service management
  • Requirements for a management system
  • Planning and implementing new or changed services
  • Service delivery processes
  • Relationship processes
  • Control processes
  • Resolution processes
  • Release process.
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