Frequently Asked Questions: ISO20000

Also referred to as ISO/IEC20000 and ISO20k, this is the standard that enables organisations to ensure their IT service management processes are aligned both with the needs of the business and with international best practice.  It is based on, and replaces, BS15000 which itself had rapidly been adopted by countries from Hungary to Australia. The certification scheme run by itSMF has been updated to become the scheme for ISO20000.

No. Although BS15000 is now withdrawn, the content of ISO20000 is so similar that any preparation will be equally valid for the new standard. Consultant and auditor qualifications are likewise equally applicable to the new standard although knowledge of the detailed differences is obviously necessary.  Details can be found at www.isoiec20000certification.com

ISO9000 is used by organisations in many sectors as a benchmark for ensuring robust quality across a wide range of business processes.  ISO2000 is focused on IT processes and is more specific with respect to vital issues such as service levels, data protection and compliance. As such the standard can provide valuable competitive advantage and also underpin governancemeasures. Your certification body will probably be able to assess both ISO9000 and ISO20000 together.

ISO2000 is a corporate accreditation; ITIL provides certification for individuals.  They are highly complementary and most companies pursuing ISO20000 will use ITIL to frame their processes and to train their employees.

Part 1 is the specification against which the organisation is audited and comprises 8 key areas for service management (Requirements for a Management System; Planning & Implementing Service Management; Planning & Implementing New or Changed Services; Service Delivery Processes; Relationship Processes; Resolution Processes; Control Processes; Release Processes).

Part 2 provides guidance for auditors.

Whilst ISO20000 is not in itself a certification for individuals there are well regulated training schemes available to support your ISO20000 implementation.

For core IT staff then the ITIL qualifications at Foundation, Practitioner and Manager levels provide essential knowledge.  For those leading accreditation projects, or responsible for ISO20000 auditing, there are specialist courses available under the auspices of the itSMF.

From the Focus On Site Catalogue there is also a one day briefing for business leaders spanning both ITIL and ISO20000.