ISO/IEC 20000-1: Highlights of the New Version

The new version of the ISO/IEC 20000-1 will be published this spring (2011).

The standard has been voted on and approved and is currently at the editing and formatting phase of its life cycle. Here are a few highlights of what can be expected from this new version:

• 9 additional pages that include an expanded introduction, additional requirements and new and updated definitions;
• New title:  “Service Management System – Requirements” instead of Specification;
• Closer alignment to ISO 9001 Quality Management Systems – Requirements and to ISO 27001 Information Security Management – Requirements;
• 9 clauses instead of 10 – The Release Management clause has been removed and integrated to the Control Processes clause;
• Service Request has been added to the Resolution Processes clause in the Incident Management Process;
• Sections 3 and 4 have been combined into one clause named Service Management General Requirements;
• New requirements for the design and the transition of new or changed services have been added;
• Clarification of the scope of the SMS, the governance of processes operated by other parties, the application of the standard and the PDCA methodology has been integrated to this version;
• More specific Documentation Management requirements;
• More explicit Budgeting and Accounting section including the service components that should be included;
• More precise details on the content of contracts with suppliers;
• Problem Management and Incident Management better aligned with ITIL V3.

The content of this post is based on the latest working document of the standard as presented in the Destination ISO/IEC 20000: Industry News and Updates webcast. Keep in mind that the standard is not final yet and its content can still change slightly at the editing phase.