The Triangle of Begrip integrates your way of working, Practices like ITIL® and the layers mentioned in ISO/IEC 20000. It only works for your organisation if you dare to link it with your strategy, vision and purpose. We create the path by providing training, facilitate workshops (doing a CFA) and implement.
ISO/IEC 20000 consists of the following parts, under the general title Information technology — Service management:
Part 1: Specification : defines the requirements (Contains the rules of compliance, uses the word “Shall”) for a service provider to deliver managed services of an acceptable quality for its customers. This Part specifies a number of related service management processes as shown in this picture.
Part 2: Code of practice : This part of ISO/IEC 20000 provides guidance and recommendations (uses the word “Should”) for implementers to auditors and offers assistance to service providers planning service improvements or to be audited against ISO/IEC 20000-1.
What does ISO stands for?
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees established by the respective organization to deal with particular fields of technical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information technology, ISO and IEC have established a joint technical committee, ISO/IEC JTC 1.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of the joint technical committee is to prepare International Standards. Draft International Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as an International Standard requires approval by at least 75 % of the national bodies casting a vote.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent rights.
ISO/IEC 20000-1 was prepared by BSI (as BS 15000-1) and was adopted, under a special “fast-track procedure”, by Joint Technical Committee ISO/IEC JTC 1, Information technology, in parallel with its approval by national bodies of ISO and IEC.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.