19 September 2018 | Herpreet Kaur Grewal
BSI, the business standards company, has published BS ISO/IEC 20000-1: 2018 Information technology - service management - part 1: service management system requirements.
For the first time since 2011, BS ISO/IEC 20000-1 has been revised to help organisations respond better to increasing service demands and a changing service delivery environment.
The standard specifies requirements for an organisation to establish, implement, maintain and continually improve a service management system.
The requirements specified in this document include planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value.
The main changes in this revised version over the 2011 version, which BS ISO/IEC 20000-1: 2018 supersedes include:
An increased focus on planning to drive improved performance.
An increased focus on leadership and strategy to guarantee an optimised performance is delivered for the user and customers.
The standard is now aligned to a high-level structure that applies to all new management system standards'
This document can be used by an organisation to:
Demonstrate its capability for the planning, design, transition, delivery and improvement of services.
Monitor, measure and review its service management system and the services.
Improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of a service management system.
It can also be used by an organisation or other party performing conformity assessments against the requirements specified in this document, such as:
A provider of training or advice in service management.
A customer seeking services and requiring assurance regarding the quality of those services.
A customer requiring a consistent approach to the service lifecycle by all its service providers including those in a supply chain.
Although BS ISO/IEC 20000-1 is likely to be used primarily for IT services, the standard is increasingly used outside IT where service management is moving into the enterprise. Common areas include FM and business process outsourcing.
Anne Hayes, head of governance and resilience at BSI, said: "Whether your organisation is an internal service department or an external service provider, delivering a quality service valued by your stakeholders is essential. BS ISO/IEC 20000-1 will assist organisations in responding to ever-increasing service demands and a changing service delivery environment."