ISO/IEC 20000-1:2018
specifies the basis for a service management system (SMS). the ISO/IEC 20000-1:2018 standard was changed to include
the shared ISO high level structure (Annex SL), which helps to assure the
usefulness and interconnectivity of ISO management system standards. SMS supports the management of the service lifecycle
(planning, design, transition, delivery, and improvement of services) by
incorporating the context of the organization, leadership, planning, support
and operation of the SMS and its processes, and performance evaluation. This
can provide a greater understanding of the customers’ needs and offer a better
value for those customers in delivering services, giving ongoing visibility,
and allowing for continual improvement.
New high-level document-A
new high-level document structure has been introduced in line with other
management system standards, making it easier for organizations to comply with
several standards
Terms and definitions-Terms
and definitions have been revised to include terms specific to management
system standards. A reference has been added to the terms and definitions given
in ISO/IEC 20000-11.
Clauses-Clauses
have been revised or added to take into account the growing trends in service
management, such as commoditized services and the management of multiple
service providers by a service integrator.
Replacement-The
term “service provider†has been replaced by the term “organization†in order
to comply with the common text of annex SL
Flexibility:Some
detail has been removed to allow organizations more flexibility in fulfilling
the requirements.
Requirements for documented availability -The requirements for documented availability and
capacity plans have been removed and replaced with requirements to plan for the
availability and capacity of services
Separated previously-combined
clauses for incident management, service request management, service continuity
management, service availability
management, service level management, service catalogue management, capacity
management, and demand management.
Additional requirements:
for service planning, knowledge, asset management, demand management and
service delivery have been inserted
Governance of processes: operated by other parties†was renamed “Control of
parties involved in the service lifecycle.†In this section, the new edition of
the standard clarifies that an organization cannot demonstrate conformity to
the standard if other parties are used to provide or operate all services,
service components, or processes within the scope of the service management
system.
References to the Plan-Do-Check-Act (PDCA) cycle were
removed, as PDCA is not specifically used in Annex SL, to accommodate many
applicable improvement methods with management system standards.
Conclusion: ISO/IEC 20000-1:2018
covers guidelines for an organization to establish, implement, maintain, and
continually improve a service management system. This international standard
document has a wide range of use, with potential users including: a customer seeking
services and desiring assurance for the quality of those services; a customer
needing a consistent approach to the service lifecycle. The focus of the 2018 version is even more on management
and quality assurance and much less on the design and implementation of
processes and procedures. A service provisioning ecosystem composed of a
multi-service-provider environment emphasizes more on the management of quality
services than unifying all processes across all participating organizations.
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