The ISO 20000 ( BS15000 / BS 15000 ) ITSM Standard
BS15000 / BS 15000, now fast tracked as ISO 20000, was the world's first standard for IT service management. The standard specifies a set of inter-related management processes, and is based heavily upon the ITIL (IT Infrastructure Library) framework.
BS15000 consists of two parts. BS15000-1/ISO20000-1 and BS15000-2/ISO20000-2
BS15000-1/ISO20000-1
This consists of 10 sections:
- Scope
- Terms and Definitions
- Requirements for a Management System
- Planning and Implementing Service Management
- Planning and Implementing New or Changed Services
- The Service Delivery Process
- Relationship Processes
- Resolution Processes
- Release Process
- Control Processes
Also included is a bibliography.
This part of the standard may be used for a variety of purposes, including for outsource tenders, ensuring consistency by all service providers benchmarking and as the basis for formal certification.
BS15000-2/ISO 20000-2
This is a 'code of practice' and provides assistance to organizations that are to be audited against BS15000-1 or are planning service improvements.
ITIL (IT Infrastructure Library)
The ITIL (IT Infrastructure Library) forms the basis of the ISO 20000 / BS 15000 standard. It consists of 7 "sets" or "texts": Managers Set; Service Support; Service Delivery; Software Support; Networks; Computer Operations; Environmental.
Although the UK Government originally created the ITIL, it was rapidly adopted across Europe as the standard for best practice in the provision of IT Service. Although the ITIL covers a number of areas, its main focus is on IT Service Management (ITSM).
IT Service Management (ITSM) itself is divided into two main areas, Service Support and Service Delivery. Together, these two areas consist of the disciplines that are responsible for the provision and management of effective IT services.
ITIL Disciplines
The major ITIL disciplines, across both areas, are as follows:
- Configuration Management
- Problem Management
- Change Management
- Help Desk
- Software Control and Distribution
- Service Level Management
- Capacity Management
- Contingency Planning
- Availability Management
- Cost Management for IT Services
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