Understanding the importance of ISO 2000 to any organization is, well, important.
ISO/IEC 20000 is the first international standard for IT Service Management. It is based upon an earlier British Standard BS 15000.
Formally: ISO 20000-1 "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It comprises ten sections:
- Terms & Definitions
- Planning and Implementing Service Management
- Requirements for a Management System
- Planning & Implementing New or Changed Services
- Service Delivery Process
- Relationship Processes
- Control Processes
- Resolution Processes
- Release Process
ISO 20000-2 is a 'code of practice' and describes the best practices for service management within the scope of ISO20000-1. It comprises the same sections but excludes the 'Requirements for a Management system' as no requirements are imposed by 'part 2'.
The standard was first published in December 2005.
In a 40 minute interview, host David A. Zimmer, PMP speaks with Ron Przywara, Sr. Consultant of Veris Associates, Inc. to learn more about this emerging standard. Ron discusses its importance to the organization, relationship with ITIL, IT Infrastructure Libraries, and other related frameworks such as COBIT and SixSigma.
In the 5 minute excerpt, Ron provides a highlight of what ISO/IEC 20000 is. Click here to get the excerpt.
In the full-length 40 minute interview, Ron provides many more details as to why IT Directors need to know about this important standard and how it benefits them in meeting the needs of the business.
Click Here to get the full interview.