Information technology ISO 20000 certificate 4

Courtesy : information technology ISO 20000 certificate

As you prepare for the certification audit, you need to consider every single ISO 20000 requirement and think about how it can be fulfilled. In practice, this will often mean introducing new or improved processes as described in the service management frameworks (see above). You may also have to create additional documentation demanded by the standard, for instance a service management policy.

In our experience, this task is a lot easier if you can start with templates – as we provide them with the YaSM process model.

The Bridge contains the complete list of ISO 20000 requirements and explains, for each requirement, which process and document templates are applicable.

History of ISO 20000

The origins of service management best practice date back to the 1980s when the Central Computing and Telecommunications Agency (CCTA), a government agency in Great Britain, started a project to achieve better quality and decrease costs of the IT services procured by the British government. This lead to the publication of guidelines for IT service management which over the years evolved into the ‘IT Infrastructure Library’ ITIL.

At first, ITIL qualifications were available for individuals, but soon organizations began to ask for a certification scheme that would allow them to demonstrate compliance with best practice. So in 20000 BSI, the British Standards Institution, published the standard BS 15000 based on the key principles described in ITIL.

Organizations in the UK and worldwide adopted this standard, and in 2005, with some moderate changes, it was released as the ISO/IEC 20000 standard. Revisions were completed in 2011 and 2018, to ensure continued alignment with the evolving service management frameworks and approaches.

Today ISO 20000 is the internationally acknowledged standard for service management:

• Part 1 of the standard contains the mandatory requirements.
• Further parts have been added over the years with additional guidance, such as ‘Part 2: Guidance on the application of service management systems’, and
• ‘Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1.’

The current 2018 edition of ISO 20000

A new edition of ISO 20000 was published on 15 September 2018. ISO/IEC 20000:2018 (Part 1)  is a completely revised version of the earlier international service management standard, ISO/IEC 20000:2011.

With this update of the standard, a new structure has been introduced for ISO 20000 in line with other ISO management system standards such as ISO 9001.

New requirements have been added (for example in the areas of service planning and delivery), some content has been removed (such as references to the “PDCA” methodology), and several clauses have been rephrased to be more generic.

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