The ISO 20000 standard 2 parts: Part 1 = SHALL •? In order to get certification you need to show that you do ALL the things mentioned in this part •? This is prescriptive Part 2 = SHOULD •? This part is based on ‘best practice’ – when you are audited it is ‘recommend’ that you use this best practice to perform your IT Service Management processes •? You can receive certification, even if you don’t do all the things exactly like they are written in part 2. ISO 20000 Processes ISO/IEC 20000 Certification ý? ý? ý? þ? Can I be ITIL Certified? Can I Certify my Service Desk? Can I Certify my Product or Service? Can I Certify my Service Management Processes? ITIL vs.
ISO 20000 ITIL §?? §?? §?? §?? §?? ISO/IEC 20000 §?? §?? §?? §?? Method / Practice Descriptive processes It’s about processes and activities Doesn’t say how to manage the processes Service Lifecycle focus §?? Standard Prescriptive (Part 1) It’s about management control Separate section about Management system requirements Process control focus ISO 20000 Certification means we can prove we are deploying best practice, because an independent, external, evaluation against the whole formal standard has been carried out by an approved audit organization
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