ISO20000-1 (ISO 20000-1) Service Provider Requirements

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ISO/IEC 20000-1:2011 (often referred to simply as ISO20000) specifies the requirements for a service management system (SMS). It details requirements for the service provider to: plan, establish, implement, operate, monitor, review, and maintain and operate an SMS.

Who should use ISO20000?

The requirements within the standard include the design, transition, delivery and improvement of services to meet agreed service requirements. ISO/IEC 20000-1:2011 can be used by:

• An organisation seeking services from service providers and requiring assurance that their service requirements will be fulfilled
• An organisation that requires a consistent approach by all its service providers, including those in a supply chain
• A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements
• A service provider to monitor, measure and review its service management processes and services
• A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS
• An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011

What's new in the 2011 version of ISO20000?

ISO/IEC 20000-1 has been updated to reflect the latest in best practice for service management. Updates include:

• An expanded introduction, additional requirements and updated definitions section
• The standard has a new title Service management -- Part 1: Service Management System Requirements
• Closer alignment with ISO 9001 QMS requirements and ISO/IEC 27001 ISMS requirements
• Sections 3 & 4 of the standard have been merged into one section called Service Management General Requirements
• New requirements for the management of new or changed services have been added
• A refinement of the scope of the SMS and the oversight (governance) process managed by other organisations
• The plan-do-check-act (PDCA) cycle has been integrated into this version of the standard
• Problem Management and Incident Management processes have been aligned with ITIL^®v3
• More refined document and record control requirements
• Revised and more in-depth requirements on supplier contracts
• Added requirements on budgeting and accounting

• This standard specifies the requirements for an SMS. This standard will help you develop, implement, establish an SMS.
• This standard is generic, it can be applied anywhere in the world no matter the size, type or location of the organisation. Making it widely applicable.
• Updated to reflect the latest in industry best practice, making this one of the most up-to-date source of IT service management information.