© Copyright Information – The Art of Service 2005 The nations voting against were: France, Germany, Italy, Japan, Netherlands and the USA.
The nations voting for were: Australia, Belgium, China, Czech Republic, Denmark, Iran, Ireland, Kenya, Korea, New Zealand, Norway, Russia, South Africa, Spain, Sweden, Switzerland, Ukraine, UK.
There were abstentions from 7 nations. NO NEW FUNDAMENTALS: The concepts of ISO 20000 are not to be considered new age.
The standard builds on solid fundamentals and is directly linked to the IT Infrastructure Library (ITIL) framework for IT Service Management.
The following diagram shows how the standard links to ITIL.
ITIL is a very well established set of “best practice” processes.
However, while ITIL offers the ability for individuals to earn qualifications there is no organizational qualification available under ITIL. Note: In the box on the right, the bold, underline text represents a published ITIL text book.
The red text represents processes covered in the Service Delivery reference and the blue text represents processes described in the Service Support reference.
This diagram makes it simple to see how so much of ISO 20000 (BS 15000) was derived from the ITIL. Fundamental Differences: The differences between ISO 20000 and ITIL can be summarized as follows: Combining Availability and IT Service Continuity Management (remaining in Service Delivery) 1.
Removal of the optional charging from Financial Management for IT Services and renaming to Budgeting and Accounting for IT Services (remaining in Service Delivery). 2.
Introduction of a new Service Delivery process called Service Reporting 3.
Introduction of Information Security Management into the Service Delivery family 4.
Introduction of a new Relationship process family that includes two new processes; Business Relationship Management and Supplier Management 5.
Removal of the Service Support family 6.
Creation of a Release Process family, which includes Release Management 7.
Creation of a Control Process family, which includes Change Management and Configuration Management 8.
Creation of a Resolution Process family, which includes Incident Management and Problem Management. ITIL® is a registered trademark of the Office of Government Commerce (OGC) in the United Kingdom
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