Essential guidance on how to implement service management based on BS ISO/IEC 20000-1:2019
What are BS ISO/IEC 20000-2:2019 and BS ISO/IEC 20000-3:2019?
These are Parts 2 and 3 of the international standard on how to put a service management system (SMS) in place. This type of SMS was traditionally applied to IT service management, but it’s now recognized that the techniques and discipline of an SMS are useful in other areas as well, such as facilities management and business process outsourcing.
Why use the standards?
- They’re essential for those implementing a service system management based on BS ISO/IEC 20000-1.
- They can also be used by any organization looking for guidance on how to improve service management, whether or not they’re interested in seeking certification.
- The standards apply to service management supplied by any service provider: internal or external, large or small, and commercial or non-commercial.
- They are easy to read and understand. Part 2 follows the clauses in Part 1 and from clause 4 onward provides three sections per clause: Required activities, Explanation and Other information. Part 3 focuses on fulfilling the requirements specified in Part 1, applicability of Part 1, and general principles for the scope of an SMS.
What’s new about the standards in 2019?
This is the third edition of these standard. Both are technical revisions which cancel and replace their respective 2012 versions. The main changes to Part 2 are:
a) It’s been updated to align more closely with BS ISO/IEC 20000:2018, BS EN ISO 9001:2015 Quality management systems. Requirements and BS EN ISO/IEC 27001: 2017 Information technology. Security techniques. Information security management systems. Requirements
b) The clarity and consistency of the guidance has been improved
c) An annex on all the mandatory documented information called for in Part 1 has been added
The main changes to Part 3 are:
a) It’s been updated to align more closely with BS ISO/IEC 20000:2018
b) Example scenarios have been updated to reflect contemporary service management environments including complex supply chains