IT Service Management System
Many of an organisation's key operational processes rely on IT and changes within these processes require changes to the IT systems - affecting hardware, software, communications and support. This is the realm of IT Service Management and the scope of ISO 20000.
The standard, ISO/IEC 20000-1 formerly known as BS 15000, is applicable to all sizes of organisations who are involved in the management, including outsourcing, of their own IT systems and organisations providing IT service management services to their customers. Its focus is on delivering good and improving services to users.
The international standard for service management ISO/IEC 20000 has been updated for the second time since it was published originally in 2005. It has been released on September 15, 2018.
In short, the 2018 version of ISO/IEC 20000 is easier to interpret, is more coherent and more complete, is less prescriptive, and is a better reflection of today’s services industry with integrated service value chains across multiple organizations.