ISO 20000-1:2011

The ISO 20000-1 standard for service management has been updated. The 2011 edition has significant changes to its structure and wording of the requirements. Some of the changes are highlighted below:

  • Clauses 3 to 10 have been restructured into clauses 4 to 9
  • Number of defined terms has grown from 15 to 37 definitions
  • Objective statements have been removed after each clause
  • Resources referenced as human, technical, financial, and information
  • Adds a catalog of services as a required document
  • Includes more clearly stated requirements for less interpretation

ISO 20000-1:2011 includes repeated references that a service provider must plan, establish, implement, operate, monitor, review, maintain, and improve the service management system. And, it includes the design, transition, delivery, and improvement of services to fulfill service requirements.

ISO 20000-1:2011 can be used by:

  • an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled
  • an organization that requires a consistent approach by all its service providers, including those in a supply chain
  • a service provider that intends to demonstrate its capability for the design, transition, delivery, and improvement of services that fulfill service requirements
  • a service provider to monitor, measure, and review its service management processes and services
  • a service provider to improve the design, transition, delivery, and improvement of services through the effective implementation and operation of its service management system
  • an assessor or auditor as the criteria for a conformity assessment of a service provider’s service management system to the requirements in ISO 20000-1:2011