International Best Practices

iso_20000-2011_standard

Standard: ISO/IEC 20000-1: 2011
Subject: Information Technology – Service Management
Part 1 : Service Management system requirements (SMS)
Author: International standards Organisation (ISO)


Overview

SMS – ISO 20000-1: 2011 is an accredited standard for management compliance. The standard applies to any organisation of any size, nature of business can adopt the requirements and seek a formal certification.


Trends in adaptation

ISO 20000-1:2011 has been adapted by organizations seeking to demonstrate alignment of IT with business. The standard is also used to make IT services in demonstrating customer satisfaction.


Detail Coverage

SN

 

ISO 20000 Requirement (1)

1

4.1 Management responsibility

4.1.1 Management commitment

2

4.1.2 Service management policy

3

4.1.3 Authority, responsibility and communication

4

4.1.4 Management representative

5

 

4.2 Governance of processes operated by other parties

6

4.3 Documentation management

4.3.1 Establish and maintain documents

7

4.3.2 Control of documents

8

4.3.3 Control of records

9

4.4 Resource management

4.4.1 Provision of resources

10

4.4.2 Human resources

11

4.5 Establish and improve the SMS

4.5.1 Define scope

12

4.5.2 Plan the SMS (Plan)

13

4.5.3 Implement and operate the SMS (Do)

14

4.5.4 Monitor and review the SMS (Check)

4.5.4.1 General

15

4.5.4.2 Internal audit

16

4.5.4.3 Management review

17

4.5.5 Mainatin and Improve the SMS (Act)

4.5.5.1 General

18

4.5.5.2 Management of Improvements

19

5 Design and transition of new or changed services

5.1 General

20

5.2 Plan new or changed services

21

5.3 Design and development of new or changed services

22

5.4 Transition of new or changed services

23

6 Service delivery processes

6.1 Service level management

24

6.2 Service reporting

25

6.3 Service continuity and availability management

26

6.3.2 Service continuity and availability plans

27

6.3.3 Service continuity and availability monitoring and testing

28

6.4 Budgeting and accounting for services

29

6.5 Capacity management

30

6.6 Information security management

31

6.6.2 Information security controls

32

6.6.3 Information security changes and incidents

33

7 Relationship processes

7.1 Business relationship management

34

7.2 Supplier management

35

8 Resolution processes

8.1 Incident and service request management

36

8.2 Problem management

37

9 Control processes

9.1 Configuration management

38

9.2 Change management

39

9.3 Release and deployment management


Detail Requirements

Clause 4 to 9 listed above is an overview. We have identified that there are 140 detail requirements that needs to be accomplished for a formal certification.


Key business benefits

SMS-ISO 20000 has several IT and business benefits. For IT the benefits combined alignment with business demand, and control on each aspect of IT delivery. For Business, SMS –ISO 20000 results in a more responsive IT organisation.


Summary

SMS – ISO 20000 implementation will give return on IT investment. The implementation of the processes makes the IT a service organisation who aligns services with a service catalogue. This among other control processes makes both CIO and CEO a more robust and business aligned IT organisation.

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