ISO/IEC 20000 (formally BS 15000) is the International Standard for IT Service Management. The standard is intended to encourage the adoption of a consistent and integrated process approach to the delivery of managed IT services and in doing so meet the business needs and customer requirements.
ISO 20000 standard is complimentary to the ITIL (IT Infrastructure Library) framework.
ISO 20000 is in two parts:
ISO 20000-1 IT service management. Specification for service management. This standard describes the specific requirements that an organisation needs to address to comply with to deliver managed services of specified quality level (Service Level Agreement – SLA) for its customers. The requirements cover:
ISO 20000-2 IT service management. Code of practice for service management. This standard interprets ISO 20000-2 IT service management for application purposes. Providing a guide for application and useful for organisations preparing to be assessed against the requirement of ISO 20000 or used as a model for introducing service improvements.
Although, only a few organisations have been independently approved (note QM&T have successfully assisted in gaining approval) to this standard, interest is growing rapidly for the following reasons:
The ITIL (IT Infrastructure Library) consists of seven document sets: Managers Set; Service Support; Service Delivery; Software Support; Networks; Computer Operations; Environmental. ITIL covers a number of areas, but one of its main focus is IT Service Management. IT Service Management in turn consists of two key areas, Service Support and Service Delivery. It is these two key areas (consisting of 10 disciplines) that are responsible for the provision and management of effective IT services.
Course delegates will be able to as a consequence of this course:
Items covered include:
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