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Welcome to the Summer 2011-12 edition of the Bulletin
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ISO/IEC 20000
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 OGC and consists of two parts:
ISO/IEC 20000-1:2005
ISO/IEC 20000-1:2005 is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers. The scope includes:
- Requirements for a management system
- Planning and implementing service management
- Planning and implementing new or changed services
- Service delivery process
- Relationship processes
- Resolution processes
- Control processes
- Release processes
ISO/IEC 20000-2:2005
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 organisations preparing to be audited against ISO/IEC 20000 or planning service improvements.
ISO/IEC 20000 is increasingly seen as the quality standard for IT Service Management and many companies are striving to adopt ISO/IEC 20000, not only for their own benefit but to help qualify and choose suppliers and partner organisations. Any organisation is able to claim compliance with an industry standard such as ISO/IEC 20000 and may put such claims in their documentation and other collateral.
More information can be obtained from:
JAS-ANZ - Joint Accreditation Scheme - Australia & New Zealand