ISO/IEC 20000

ISO/IEC 20000 is a series of standards for service management based on the ITIL Framework.

  • Part 1 is the main standard which specifies the requirements to be met by an organisation who wish to be certified to the standard or use the standard to improve their service delivery.
  • Parts 2 and 3 provide guidance to support part 1.
  • A new Part 7 will be produced with guidance for integrating ISO/IEC 20000-1 with ISO 9001 (quality management) and ISO/IEC 27001 (information security).
  • Part 10 is concepts and vocabulary.
  • Parts 11 and 12 provide mapping of the 20000-1 to ITIL® and CMMI®-SVC.

ISO/IEC 20000 was originally developed to reflect best practice guidance contained within the ITIL framework, although it equally supports other IT service management frameworks and approaches including components of ISACA’s COBIT framework.

2018 Revision

The series started as a British Standard in 2000 (BS15000) and became an International Standard in 2005 with a 2nd edition in 2011. The series is now going through a major revision with the 3rd edition of Part 1 and Part 10 due out in September 2018. Other parts will be updated soon after in 2019/2020.