ISO 20000 Revisions for 2011 Standard Version

john.b

Involved In Discussions
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
 
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john.b

Involved In Discussions
At the risk of talking to myself in this thread, I'd like to point out where "IT service management" is developing into service management in general.

Another long and informative thread on here covers configuration management, which is part of both ITIL guidance and ISO 20000 scope. Of course in that thread "configuration" related more to parts revisions and in IT terminology it relates instead to IT infrastructure components across a range of scope (physical devices in use, software revision numbering or patch management, relations between devices or applications, ownership and permissions, documentation, etc.).

Change management should also ring a bell beyond IT scope, especially since in the case of configuration management a revision is a change, in both types of applications. In IT a change is whatever your company needs to track as a change (a bit circular, but there it is).

The underlying structure and practices guidance for managing services should also inform a lot of additional scope (outside of IT), but to be honest the IT field is still working out applying them as well. By that I mean clearly identifying services, communicating those in a service catalogue, identifying and agreeing to Service Level Agreement measures, monitoring and reporting on those, compensating customers for gaps according to agreement clauses, managing suppliers related to up-stream disturbances that effect end-point services, etc.

The theory is good stuff, not universally well appreciated by technical staff. But many could read the ISO 20000 standard (or Code of Practice version) and take away some ideas for improvements in vastly different realms, maybe even manufacturing, although to be honest the higher maturity there would mean that improvements would likely be limited to less central concerns. Or to turn that around manufacturing and quality professionals might rightfully note that much of it is just long-standing practices re-packaged and adapted for one industry.
 

harry

Trusted Information Resource
Thanks for the update, John.

At the risk of talking to myself in this thread, ......................

I am sorry. Much as I love to participate, this is really an area that is alien to me. I suspect it is true for many others too. But, we are reading and learning from your posts.
 
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