ISO/IEC 20000 was the first international standard for IT Service Management. It
was based on BS 15000 from the British Standards Institute (BSI).
ISO/IEC 20000-1 ('part 1') encourages development of an integrated process approach
for managed services to meet the business and customer requirements of IT companies.
It is made up of ten sections:
- Terms & Definitions
- Planning and Implementing Service Management
- Requirements for a Management System
- Planning & Implementing New or Changed Services
- Service Delivery Process
- Relationship Processes
- Control Processes
- Resolution Processes
- Release Process.
ISO 20000-2 ('part 2') constitutes a 'code of practice'. It explains the best practices
for service management using ISO20000-1. It has the same ten sections as ISO/IEC
20000-1 except for 'Requirements for a Management system', because it imposes no
ISO 20000:2005 is based on theories found in the Information Technology Infrastructure
Library (ITIL) Framework which was more commonly in use in the 1990s. It also reflects
IT Service Management (ITSM) frameworks which emphasize the customer's perception
of IT's contribution to the business.