ISO/IEC 20000 is a series of standards for service management. Part 1 is the main standard which specifies the requirements to be met by an organisation who wish to be certified to the standard or use the standard to improve their service delivery. Parts 2 and 3 provide guidance to support part 1. Part 10 is concepts and vocabulary. Parts 11 and 12 provide mapping of the 20000-1 to ITIL® and CMMI®-SVC.
The series started as a British Standard in 2000 and became an International Standard in 2005 with a 2nd edition in 2011. The series is now going through a major revision with the 3rd edition of Part 1 and Part 10 due out in September 2018. Other parts will be updated soon after in 2019/2020. A new Part 7 will be produced with guidance for integrating ISO/IEC 20000-1 with ISO 9001 (quality management) and ISO/IEC 27001 (information security).
Do not worry if you are working to the 2011 edition of 20000-1. There will be a 2 year transition period so you do not need to move to the new edition immediately. Many training organisations are preparing transition courses to support you in the changes in the 2018 edition.
Keep checking back on this website for updates on the standard’s release on our ISO/IEC 20000 page.
About the Author:
Lynda Cooper has been working with service management for most of her career. She is an ITIL Master, Chair of the BSI committee on ISO/IEC 20000, UK representative to the ISO committee and project editor for ISO/IEC 20000-1, the International Standard for service management. Lynda is a conference speaker, blogger, consultant and trainer who takes a friendly, open, pragmatic approach when working with her customers.