ISO/TR 20000-3:2009

ISO/TR 20000-3:2009, Information Technology – Service Management – Part 3: Guidance on Scope Definition and Applicability of ISO 20000-1. 

The new ISO/TR 20000-3 standard provides guidance on scope definition, applicability, and demonstration of conformance for service providers who are:

  • aiming to meet the requirements of ISO 20000-1
  • planning service improvements and using ISO 20000 as a business goal

It can also assist service providers who are considering using ISO 20000-1 for implementing a service management system (SMS) and need specific advice on whether ISO 20000-1 is applicable to their circumstances and how to define the scope of their SMS.

ISO/TR 20000-3 supplements the advice in ISO 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO 20000-1 requirements. ISO 20000-2 represents an industry consensus on guidance to auditors and offers assistance to service providers planning service improvements or to be audited against ISO 20000-1.

Service providers who wish to implement an SMS based on ISO 20000-1 are required to define the scope of their SMS. Most service providers are dependent on a complex supply chain for the delivery of the overall service. Most service providers provide a range of services to several different types of customer. This makes the definition of service management scope, and the agreement of the scope statement, a complex stage in the service provider’s adoption of ISO 20000. ISO/TR 20000-3 provides guidance on the applicability of ISO 20000-1 and scope of the SMS based on practical examples.

ISO/TR 20000-3 takes the form of explanations, guidance, and recommendations. It provides practical examples of the scope statements to service providers, irrespective of whether they have any previous experience with other management system standards.

ISO 20000-1 defines the requirements for a service provider to deliver managed services. It may be used:

  • by businesses that are going to tender for their services
  • to provide a consistent approach by all service providers in a supply chain
  • to benchmark IT service management
  • as the basis for an independent assessment
  • to demonstrate the ability to meet customer requirements
  • to improve services

ISO 20000-1 promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. For an organization to function effectively, it has to identify and manage numerous linked activities. Coordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency, and opportunities for continual improvement.

Organizations require increasingly advanced facilities (at minimum cost) to meet their business needs. With the increasing dependencies in support services and the diverse range of technologies available, service providers can struggle to maintain high levels of customer service. Working reactively, they spend too little time planning, training, reviewing, investigating, and working with customers. The result is a failure to adopt structured, proactive working practices. Those same service providers are being asked for improved quality, lower costs, greater flexibility, and faster response to customers.

In contrast, effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The ISO 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external.

The ISO 20000 series draws a distinction between the best practices of processes, which are independent of organizational form or size and organizational names and structures. The ISO 20000 series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider’s organizational form. These service management processes deliver the best possible service to meet a customer’s business needs within agreed resource levels, i.e., service that is professional, cost-effective, and with risks which are understood and managed.

ISO 20000-1, Specification; ISO 20000-2, Code of Practice; and ISO/TR 20010, Guidance, are available from the ANSI Standards Store.