Page 40 - ITIL® Foundation 3.15

ISO/IEC 20K - The Standard for IT Service Management
ISO/IEC 20000 is the international standard dealing with the topic of IT Service Management. It was developed in 2005 and revised in 2014. It is based upon an earlier standard from the British Standards institute (BS15000). ISO20K promotes the adoption of an integrated approach to using processes to deliver effective and efficient IT services that meet the customer business requirements.
ISO / IEC 20000: The Standard for IT Service Management
Service Level Management Service Repor'ng Service Con'nuity Availability Management
Release
Release Management
Service Delivery Control
Configura'on Management Change Management
Budge'ng and Accoun'ng for ITSM Capacity Management Informa'on Security Mgt.
Rela@onship
Business Rela'onship Management
Supplier Management
Resolu'on Incident Management
Problem Management
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Part one of ISO20K is termed the “standard”; in other words, part one spells out exactly what is required for an organization to become certified (as being able to deliver IT services consistently)
ISO/IEC 20000-2 ('part 2') is the “code of practice”, and describes the best practices for service management to be able to achieve the defined scope of ISO/IEC 20000-1.
ISO/IEC 20000 was originally developed to reflect the best practice guidance found within the ITIL Framework, but does not care whether an organization chooses to use ITIL, other frameworks, or completely home- grown processes to achieve the audit-able items. Other supported frameworks include: MOF (Microsoft Operations Framework), Cobit (Control Objective for IT from ISACA), and CMMI-SVC (CMMI for Services from Carnegie Mellon University)
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