WHAT IS ISO 20000?

ITIL

ISO20000 consists of two parts.

ISO20000-1 consists of 10 sections: Scope, Terms and Definitions, Requirements for a Management System, Planning and Inplementing Service Management, Planning and Implementing New or Changed Services, Service Delivery Process, Relationship Processes, Resolution Processes, Control Processes, and Release Process

ISO20000-2 provides assistance to organizations that are to be audited against ISO20000-1 or are planning service improvements.

Both parts can now be obtained online

The ITIL (IT Infrastructure Library) is the major supporting framework aligned to standard. It consists of a number of sets or volumes. Originally process driven, the ITIL approach was refocused in 2007 to adopt a lifecycle approach.

Although the UK Government originally created the ITIL, it was rapidly adopted across Europe as the standard for best practice in the provision of IT Service. Although the ITIL covers a number of areas, its main focus is on IT Service Management (ITSM).

ITIL was traditionally divided into two main areas, Service Support and Service Deliver, which consisted of disciplines. The 'lifecycle ITIL' however comprises Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

THE ITIL V2 DISCIPLINES

SUPPORT RESOURCES

The major ITIL disciplines, embraced by version 2, are as follows:.

SERVICE LEVEL AGREEMENTS
A comprehensive service level agreement is an essential requirement for the provision or receipt of any important service. It quite simply defines the parameters for the delivery of that service and is core to supporting many of the key provisions within BS15000:
             Service Level Agreements

SECURITY
Security and risk assessment are, of course, key elements within responsible service management. The following sites provide for both security and risk management:
             Security Risk Analysis
             Resources for Information Security
             ISO 27001 / 27002 Compliance

CONTINUITY
Finally, a number of portals exist which offer guidance upon the topic of contingency planning:
             Contingency Planning World
             The Disaster Recovery Guide
             Disaster Recovery World

THE ISO20000 STANDARD

ISO 20000 AND ITIL BOOKS

New: Our ISO 20000 & BS15000 Bookstore details various books on ITIL and IT service management generally.