With the increased focus on IT Service Management, many companies are striving to know more as well as prove that their IT services are well managed.  The best way of handling both is to conform to a standard recognized by the majority of IT professionals.  Currently, that would be ISO/IEC 20000, the first worldwide standard for IT Service Management.  The standard is aligned with the process approach defined by the Office of Government Commence (OGC) in the Untied Kingdom.  ISO/IEC 20000 is complementary to ITIL®. 


The standard consists of two parts.  The first part is the formal Specification of processes that make up the framework of the standard.  The specification defines the requirements for delivering management services to an appropriate quality.  The scope of the standard includes:

  • Requirements for a management system
  • Planning and implementing service management
  • Planning and implementing new or changed services
  • Service delivery processes
  • Relationship processes
  • Resolution processes
  • Control processes
  • Release processes

The second part of the standard is the Code of Practice and describes the best practices for Service Management. 


Certification for ISO/IEC 20000 was created and is managed by itSMF.  Amy organization can claim to be compliant to the standard, however certification in the standard requires the verification of compliance to be done by an independent assessed.  Formal certification is provided when all requirements of the standard have been met.  To find a member of itSMF Registered Certification Body (RCB), visit the website www.isoiec20000certification.com.

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