ISO/IEC 20000-1

Most businesses rely on information technology as one of their core business services. Many of an organisation's key operational processes rely on IT and changes within these processes require changes to the IT systems - affecting hardware, software, communications and support. This is the realm of IT service management and the scope of ISO/IEC 20000-1.

The standard states the requirements for an IT service management system. This system can be used by the IT department of a company or by an outsourced provider of IT services to ensure an approved level of service to their internal or external customers.

ISO/IEC 20000-1 is applicable to all sizes of organisation providing IT service management activities who wish to benchmark their existing IT service management. ISO/IEC 20000-1 is a British standard developed by the IT Service Management Forum (itSMF) that is gaining worldwide acceptance.

ISO/IEC 20000-1 is management system based. The basis of the standard is the Plan Do Check Act cycle common with other management system standards enabling you to operate an integrated system thereby reducing duplication and costs.

It enables you to demonstrate best practice the standard is based on the work done by the UK Office of Government Commerce (OGC) and the internationally accepted IT Infrastructure Library (ITIL) to give the user confidence that real benefits will be brought to the way your IT services are managed.

The scheme requires independent verification by a third party certification body recognised by itSMF. Organisations wishing to demonstrate they meet the requirements of the standard can be assessed by LRQA. Following a successful audit, organisations will be able to market their certification to the standard and use the itSMF BS 15000 logo on stationery.

LRQA was one of the first registered certification bodies to be recognised by itSMF to provide accredited assessment to ISO/IEC 20000-1.

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