Print Page   |   Contact Us   |   Report Abuse   |   Sign In   |   Register
ISO/IEC 20000 Qualifications
Share |

ISO/IEC 20000-2 2012 edition - what's changed?

The 2012 update to the ISO/IEC 20000 Part 2 (Implementation Guide) has now been released, so what's new.  ISO and IEC summarise the changes as follows:

  1. Closer alignment to ISO 9001 and ISO/IEC 27001
  2. Changes in terminology to reflect international usage
  3. New guidance on governance of processes operated by other parties;
  4. More guidance on defining the scope of the SMS
  5. More guidance on continual improvement of the SMS and services
  6. More guidance on the design and transition of new or changed services

But what do each of these points mean in practice?

Well, closer alignment with other International Standards such as ISO 9001 and ISO/IEC 27001 allows for easier integration of management systems, eliminating the need for multiple processes that are the same or similar across management systems. This saves not only time and effort, but also reduces the cost of management systems implementation.

Basically, the structure of the ISO/IEC 20000 standard is now more aligned with that of other management system standards.

The changes in terminology in this part of the standard are very much to bring Part 2 into line with the terminology used in Part 1, the specification for a service management system.

New guidance has been added to Part 2 in the form of a section entitled Governance of Processes Operated by Other Parties. This section specifically deals with the governance processes operated by other parties, both internal and external.

This process shouldn't be confused with Supplier Management as it is totally new. It deals with the control of service management processes from a governance perspective, rather than a management perspective.

With the addition of new guidance on scoping an SMS in Part 2, ISO and IEC have added extra parameters to be considered when writing a scoping statement. They additionally suggest a number of practices to follow when writing a scoping statement. The standard now also cross-references to Part 3 of ISO/IEC 20000.

The new guidance in Part 2 of the standard on continual improvement of an SMS suggests a more coherent and overarching approach to continual improvement than in the first edition of the Part 2. Guidance on creating an overarching policy for continual improvement has been added to the standard as well guidance on integrating continual service improvement into all process documentation.

Part 2 now also suggests having a documented procedure for accountability and authorities for all improvement activities. Outputs for continual improvement are also detailed, and Part 2 now also cross-references to Part 4 of ISO/IEC 20000.

Finally, the 2012 edition goes into a lot more depth in providing guidance on managing the design and transition of new or changed services. Whereas the first edition of the standard gave just high level, abstract considerations, the 2012 edition goes into a lot more depth on the subject, providing quite in-depth guidance on the Design and Transition of New or Change Services process.

Part 2 gives an in-depth an explanation of the requirements in Part 1 of the standard. It also explains the concepts and the intent behind the process.

All in all, the new version of ISO/IEC 20000-2 should be welcomed.


IT Service Management

ISO/IEC 2000 eases transition to cloud computing for Orange

by Axel Haentjens

Cloud computing - the delivery of computation, software applications, data access, management and stoarge resources "from the cloud", i.e from infrastructure at a remote locatio, has grown into a multi-billion euro market since its birth in 2007.  Finding a global information and communications technology (ICT) provider certified to ISO/IEC 20000-1:2011, Information technology - Service management - Part 1: Service management system requirements, is one way to mitigate the doubts and fears of organisations evaluating their entree into the world of cloud computing.

Continue Reading Article

The article will retain the author by-line "By Axel Haentjens" and will include the attribution  "Originally published in ISO Focus+ May 2012.  Reproduced with the permission of the International Organization for Standardization.  © ISO 2012 All rights reserved." 


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

BSI Asia Pacific


Association Management Software Powered by®  ::  Legal