ISO/IEC 20000 (formerly BS 15000) is a standard setting out the requirements for an IT Service Management System.
It consists of two parts: A specification which defines the requirements for an organization to deliver managed services of an acceptable quality for its customers and a code of practice which describes the best practices for Service Management processes within the scope of ISO/IEC 20000.
The standard is based on the best practice foundation of the IT Infrastructure Library (ITIL) from the Office of Government Commerce (OGC). ISO/IEC 20000 introduces a service culture and provides the methodologies to deliver services that meet defined business requirements and priorities in a manageable way. It also:
- Specifies a number of closely related service management processes
- Identifies that relationships exist between these processes, and that these relationships will be dependent on their application within an organization
- Provides guideline objectives and controls to enable an organization to deliver managed services
ISO/IEC 20000 specifies five key groups' service management processes:
Service Delivery Processes - including Service Level Management, Availability Management and Capacity Management
Relationship Processes - those involving the interfaces between the service provider and both customers and suppliers
Resolution Processes - those focused on incidents being resolved or prevented
Control Processes - those involved with managing changes, assets and configurations
Release Process - looking at the roll-out of new or changed software/hardware.