Training:
The ISO 20000 Foundation Course

Implementation:
Resources, Information and Tools

The Standards:
Contents of the ISO 20000 Standards

Certification:
The ISO 20000 Certification Scheme

Background:
Most Frequently Asked ISO20000 Questions

Contact:
How to Contact the Certification Portal

 

The source of information and support resources for the ITSM standard.


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ISO 20000 CERTIFICATION
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The Contents of the Standards

The broad contents of the two standards are provided below:

1. ISO/IEC 20000-1:2005 The Specification for Service Management

This 16 page document contains the following sections:

  • Scope
  • Terms and definitions
  • Requirements for a management system
  • Planning and implementing service management
  • Planning and implementing new or changed services
  • Service delivery process
  • Relationship processes
  • Resolution processes
  • Control processes
  • Release process
  • Bibliography
The ISBN for this is: 0 580 47529 8

2. ISO/IEC 20000-2:2005 The Code of practice for Service Management

This 34 page document contains the following sections:

  • Scope
  • Terms and definitions
  • The management system
  • Planning and implementing service management
  • Planning and implementing new or changed services
  • Service delivery process
  • Relationship processes
  • Resolution processes
  • Control processes
  • Release process
  • Bibliography
The astute will spot that the section titles are the same in each publication. The ISBN for this is: 0 580 47530 1


Sources

The standards can be purchased from a variety of sources on the internet. Some of these provide of instant download in PDF format.

One of the largest, and the one that we used, is Standards Direct. They provide a dedicated ISO 20000 Page for online purchase.

Please note though that this is an English language version. For other languages please consult your national standards body. Some of the major such providers are as follows: AENOR (Spanish), DIN (German), JISC (Japanese), UNI (Italian), SFNOR (French).