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Contact SupplierIso 20000 is the first international standard for it service management. It was developed in 2005.
the standards are based upon an earlier pair of documents published by bsi (bs15000).
it consists of two distinct parts:
1. The specification
ISO 20000-1 defines the requirements for a service
provider to deliver managed services.
2. The code of practice
ISO 20000-2 describes detailed best practices for the
processes defined within iso 20000-1.
benefits of ISO 20000 bs 15000:
systematic definition of technology services processes.
consistency in quality of service delivery.
increased customer confidence in service delivery
capability.
The 2011 version (ISO/IEC 20000-1:2011) comprises nine sections:
scope
normative references
terms and definitions
service management system general requirements
design and transition of new or changed services
service delivery processes
relationship processes
resolution processes
control processes