ISO 20000 was released as a new 2011 version (ISO/IEC 20000-1:2011(E)) on April 15, 2011.
Most of the changes seem minor, although some are substantial clarifications. For example, a service catalogue is now explicitly required (a reference of services offered). In keeping with the industry direction the standard scope itself changed from "IT service management" to just service management, even though it is a stretch to directly apply these ideas beyond the realm of IT, especially as a certified management system. The general principals could inform any service provision practices, though.
The first of these links is a blog description of the changes, the second is a table of specific changes by standard clause.
ISO 20000-1: 2011 vs. 2005 Revisions --- Continued Update
http :// www .nqa-usa. com/pdf/ISO 20000 Changes.pdf - DEAD LINK (A "404") WAS DELINKED
Most of the changes seem minor, although some are substantial clarifications. For example, a service catalogue is now explicitly required (a reference of services offered). In keeping with the industry direction the standard scope itself changed from "IT service management" to just service management, even though it is a stretch to directly apply these ideas beyond the realm of IT, especially as a certified management system. The general principals could inform any service provision practices, though.
The first of these links is a blog description of the changes, the second is a table of specific changes by standard clause.
ISO 20000-1: 2011 vs. 2005 Revisions --- Continued Update
http :// www .nqa-usa. com/pdf/ISO 20000 Changes.pdf - DEAD LINK (A "404") WAS DELINKED
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