ISO 20000 is the first global standard on IT service
management. ISO 20000 (formerly BS 15000) and ITIL complement each other.
ISO 20000 consists of two parts
Part 1 (Specification for service management) is the
standard itself, which specifies the compliance requirements for an organization
to achieve the certification against the standard.
Part 2 (Code of practice for service management) called the “code of
practice”, elaborates on the requirement specifications and offers guidance to
organizations aspiring for the certification.
Associated publication that can be useful is PD0015
workbook. It’s an associated self-assessment workbook. PD0015 helps organizations
assess current practices and can be used as part of Service Improvement Program.
ISO20000 standard is derived from ITIL. ITIL provides
proven best practice process guidelines and ISO 20000 provides a level of quality
for these activities, which can be audited.
ISO 20000 provides a certification to organisations claim
on deploying best practice, because an independent, external, evaluation against
the whole formal standard has been carried out by an approved audit
Organisations aiming for a certification in IT service management would get them
selves assessed and certified through ISO 20000.
ITIL best practices framework provides the necessary
reference and guideline to the team preparing the ITSM policy, processes and
procedures. ITIL is the glue between ISO 20000 Standard and organization’s
individual ITSM policy, process and procedures.
ISO20000 is a standard and hence is prescriptive in
nature as against ITIL, which is a best practice recommendation.