What is ISO 20000:2005?
ISO/IEC 20000 is the first worldwide standard specifically aimed at IT service management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers. ISO/IEC 20000 is aligned with and complementary to the process approach defined within the information technology infrastructure library from the Office of Government Commerce.
ISO/IEC 20000 consists of two parts. ISO/IEC 20000-1:2005 is the formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. The scope includes:
- requirements for
- planning and implementing management services
- planning and implementing new or changed services
- service delivery processes
- relationship processes
- resolution processes
- control processes
- release processes
IRCA is currently cooperating with the Japanese Information Processing Development Organization (JIPDEC) pilot accreditation project. More information can be gained from visiting their website at http://www.jipdec.jp/eng/
The accredited certification scheme has historically been managed by the UK-based IT Service Management Forum (itSMF). However, the standard has now become international it is anticipated that the national accreditationbodies will operate accredited services from 2007. IRCA is developing an international ISO/20000 auditor certification and training programme which is planned for release in 2007.
IRCA deputy director, Vincent Desmond, commented that: ‘Global trade is now reliant on information technology and almost all companies outsource aspects of their IT services’. As a result, if organizations experience a breakdown of key IT systems and services is a considerable risk to business continuity. Desmond added: ‘Certification to ISO 20000 will provide confidence that IT suppliers can design and supply IT services that consistently meet customer needs’.
