As mentioned before, the new edition of ISO/IEC 20000-1, the International Standard for service management, will be released in September. The ISO committee that is responsible for developing this standard is, however, not leaning back and relaxing, as there is more work being done!
ISO/IEC 20000-1 (Part 1) has two faithful companions: ISO/IEC 20000-2 (Part 2) and ISO/IEC 20000-3 (Part 3). These standards each provide guidance on part 1.
Part 2 is being rewritten completely and aligned with the new edition of Part 1. Part 2 provides guidance on the requirements of Part 1. It is a somewhat extensive document, however, has been slimmed down compared to its previous edition to facilitate the users of the standard. It has a set structure per clause, indicating what the required activities are, explanation of the requirements from Part 1 and their purpose, and other information, such as required documented information and organisational roles and responsibilities. Examples are given for various types of services. An Annex will be provided listing all documented information that Part 1 requires organisations to produce. ISO/IEC 20000-2 is currently in its DIS (Draft International Standard) stage and will be released in 2019.
Part 3 is also being rewritten and aligned with the new edition of Part 1. Part 3 focuses on scope definition and on how to work with suppliers in your service provisioning. The scope of the service management system (SMS) is a core part of the SMS that determines what the requirements of Part 1 apply to exactly. It includes the services provided, by whom, if applicable to what customers and from what locations. This can get complex when you are using an extensive supply chain of third parties in your services. Methodologies such as SIAM with service integrators can be used and are covered in the extensive examples Part 3 provides. ISO/IEC 20000-3 is currently in its DIS (Draft International Standard) stage and will be released in 2019.
Dolf van der Haven is the author of A Guide to ISO/IEC 20000-1:2018 Service Management, which will be released in September by ITSM Press in both English and Spanish.