New ISO/IEC 20000-1:2011 provides guidance on Service management system requirements

ISO/IEC 20000-1:2011, titled “Information technology — Service management — Part 1: Service management system requirements,” has been issued as the new 2nd Edition.  The new revision specifies requirements for a service provider to plan, establish, implement, operate, monitor, review, maintain and improve a service management system (SMS).   The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.

The types of companies that may find this standard helpful are

  • organizations seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
  • organizations requiring a consistent approach by all service providers, including those in a supply chain;
  • service providers intending to demonstrate capability for the design, transition, delivery and improvement of services that fulfil service requirements;
  • service providers needing to monitor, measure and review service management processes and services;
  • service providers wishing to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
  • and assessors or auditors as the basis for conformity assessments of service providers’ SMS to the requirements of the standard.

The standard is a joint release from both ISO and IEC due to the fact that it was developed by JTC1, the Joint Technical Committee of both ISO and IEC on Information Technology.   It was published by the Subcommittee 7, on software and systems engineering.

It is another standard that reflects the growing trend towards the development of management standards, aimed at providing a framework for business management processes.   This is based on the success of the ISO 9000 quality standards series.

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