Latest standards for effective IT service management

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Three revised standards provide guidance on how to improve IT service management using ISO/IEC 20000-1:2011 Information technology – Service management – Part 1: Service management system requirements. ISO/IEC 20000-1 specifies the requirements for a service management system (SMS) to design, transition, deliver, manage, and improve services.

The three revised standards cover guidance on the applicability of ISO/IEC 20000-1, an exemplar implementation plan for ISO/IEC 20000-1, and concepts and terminology.

Guidance on the applicability of ISO/IEC 20000-1

AS/NZS ISO/IEC 20000-3:2014 Information technology – Service management – Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 provides guidance for service providers that are planning service improvements and intend to use ISO/IEC 20000.

It covers the scope definition, applicability, and demonstration of conformity for service providers aiming to meet the requirements of ISO/IEC 20000-1.

Exemplar implementation plan for ISO/IEC 20000-1

SA/SNZ TR ISO/IEC 20000.5:2014 Technical Report Information technology – Service management – Part 5: Exemplar implementation plan for ISO/IEC 20000-1 provides guidance on how to implement a SMS to meet the requirements of ISO/IEC 20000-1.

It includes an example implementation plan that is used by service providers and those advising service providers on how to implement a SMS. It also includes advice on developing a business case, the project initiation, and other recommended activities for the successful implementation of an SMS.

Concepts and terminology

SA/SNZ TR ISO/IEC 20000.10:2014 Technical Report Information technology – Service management ­– Part 10: Concepts and terminology provides guidance on the concepts and terminology of the ISO/IEC 20000 series.

It establishes a common framework to help organisations understand the purpose of all of the parts of ISO/IEC 20000 and the relationships between the parts. It is used by service providers, practitioners, and auditors who wish to gain an understanding of ISO/IEC 20000.

Guidance on the applicability of ISO/IEC 20000-1

AS/NZS ISO/IEC 20000-3:2014 Information technology – Service management – Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 provides guidance for service providers that are planning service improvements and intend to use ISO/IEC 20000.

It covers the scope definition, applicability, and demonstration of conformity for service providers aiming to meet the requirements of ISO/IEC 20000-1.

Exemplar implementation plan for ISO/IEC 20000-1

SA/SNZ TR ISO/IEC 20000.5:2014 Technical Report Information technology – Service management – Part 5: Exemplar implementation plan for ISO/IEC 20000-1 provides guidance on how to implement a SMS to meet the requirements of ISO/IEC 20000-1.

It includes an example implementation plan that is used by service providers and those advising service providers on how to implement a SMS. It also includes advice on developing a business case, the project initiation, and other recommended activities for the successful implementation of a SMS.

Concepts and terminology

SA/SNZ TR ISO/IEC 20000.10:2014 Technical Report Information technology – Service management ­– Part 10: Concepts and terminology provides guidance on the concepts and terminology of the ISO/IEC 20000 series.

It establishes a common framework to help organisations understand the purpose of all of the parts of ISO/IEC 20000 and the relationships between the parts. It is used by service providers, practitioners, and auditors who wish to gain an understanding of ISO/IEC 20000.

Buy AS/NZS ISO/IEC 20000.3:2014 Buy SA/SNZ TR ISO/IEC 20000.5:2014 Buy SA/SNZ TR ISO/IEC 20000.10:2014

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