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The Specification for Service Management: ISO 20000-1

ISO 20000-1 "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It was originally prepared by BSI, as the standard BS15000-1, and adopted by ISO under its fact-track procedure.

This part of the standard, essentially defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers. It consists of ten sections:

  • Scope;
  • Terms and Definitions;
  • Requirements for a Management System;
  • Planning and Inplementing Service Management;
  • Relationship Processes;
  • Planning & Implementing New or Changed Services;
  • Control Processes;
  • Release Process;
  • Resolution Processes;
  • Service Delivery Process;

There are many views on the scope of IT service management. This publication represents an unbiased industry consensus on the five core processes involved that make up a successful service management programme.

  • Service delivery and IT processes - Implementation of projects
  • Relationship management - Specifying the relationship between customer and supplier
  • Resolution processes - Anticipate, resolve or prevent serious IT incidents
  • Control processes - Risk management of solutions
  • Release processes - Explanation for the roll out of new programmes

Obtaining the standard and the Support Toolkit



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