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 ITIL from the Office of Government Commerce (OGC).
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 a management system:
ISO/IEC 20000-2:2005 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1.
The code of Practice will be of particular use to organizations preparing to be audited against ISO/IEC 20000 or planning service improvements.