Managing business operations is increasingly complex with data rich systems providing a variety of services. Technologies evolve at a fast-pace and service providers continually introduce new and improved solutions.
For this reason, many organizations have adopted service management systems (SMS). An SMS supports the management of a service lifecycle – from planning and design to delivery and continuous service improvements. By implementing an SMS, organizations can have ongoing visibility and control of their services which can then lead to greater effectiveness and efficiency.
Within the IEC and ISO, JTC 1/SC 40, chaired by Jan Begg, is responsible for developing Standards related to IT Service Management and IT Governance. It has developed a series of International Standards to help organizations establish, implement and maintain an SMS.
The ISO/IEC 20000 series provides guidance on nearly every aspect of SMS. First developed in 2005 to reflect best practice guidance within ITIL (Information Technology Infrastructure Library), the series of Standards has since evolved to include many other management frameworks and approaches. While the ISO/IEC 20000 series has traditionally been used for IT services, it is increasingly being applied to other services to improve business processes and decision-making.
According to Mr. Begg, “While there are many frameworks and methodologies for service management, the ISO/IEC 20000 series is the only one available to measure conformance, support certification and provide assurance to customers that their services are being effectively managed.”
ISO/IEC 20000-1:2018 is the third edition of the Standard. Compared with previous editions, it considers new trends in service management by including such topics as the commoditisation of services, the management of multiple suppliers by a service integrator and the need to establish the value of a given service It is less prescriptive compared with previous editions and instead allows organizations the freedom to determine how to meet requirements.
The Standard also adopts a common high level structure (HLS) for the management of system Standards. By doing so, organizations can more easily integrate multiple management system Standards such information security management system based on ISO/IEC 27001 or a quality management system based on ISO 9001. All requirements in the Standard can be applied to any organization regardless of its size, type or the services that it delivers.
ISO/IEC 20000-10:2018 describes the core concepts of the ISO/IEC 20000 series and role of the different Standards within the series. It also includes the terminology used in the series.
“The ISO/IEC 20000 series can be of benefit to anyone that provides services to customers, whether it be a whole company or an individual department, not only improving their service but ensuring that service management activities meet business needs and objectives,” notes Mr. Begg.