Two service management standards have been updated to include new features, topics, and expert tips.
A service management system (SMS) supports the management of the service life cycle—from planning to delivery and improvement—to offer better value for customers and those delivering the service. A SMS also provides ongoing visibility, while allowing for continual improvements in effectiveness and efficiency.
Jointly published by ISO and the International Electrotechnical Commission (IEC), the ISO/IEC 20000 series of standards provides comprehensive guidance on every aspect of an SMS.
ISO/IEC 20000-1:2018, Information technology – Service management – Part 1: Service management system requirements, specifies the requirements for an organization to establish, implement, maintain, and continually improve an SMS. While ISO/IEC 20000-10:2018, Information technology – Service management – Part 10: Concepts and vocabulary, describes the core concepts and terminology for the entire ISO/IEC 20000 series.
The revised standards consider current market trends—including the commoditization of services and the management of multiple suppliers by an internal or external service integrator. The revisions also incorporate new features such as requirements about knowledge and service planning, as well as updated terminology and definitions.
Jan Begg, Chair of the ISO technical subcommittee responsible for the revisions, said that while the series of standards has mostly been used for IT services, it is increasingly being applied to other services to improve business processes and decision making.
“While there are many frameworks and methodologies for service management, the ISO/IEC 20000 series is the only one available to measure conformance, support certification, and provide assurance to customers that their services are being effectively managed,” Begg said.
“The ISO/IEC 20000 series can be of benefit to anyone that provides services to customers, whether it be a whole company or an individual department, not only improving their service but ensuring that service management activities meet business needs and objectives.”