About our ISO/IEC 20000 Scheme
What is ISO/IEC 20000?
ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.
ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL® from the Cabinet Office.
ISO/IEC 20000 consists of two parts:
ISO/IEC 20000-1:2005 is the formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. The scope includes:
- Requirements for a management system
- Planning and implementing service management
- Planning and implementing new or changed services
- Service delivery process
- Relationship processes
- Resolution processes
- Control processes
- Release processes.
ISO/IEC 20000-2:2005 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The code of Practice will be of particular use to organizations preparing to be audited against ISO/IEC 20000 or planning service improvements.
Certification Scheme
The ISO/IEC 20000 IT Service Management Certification Scheme was initially created by itSMF and is now owned and operated by The APM Group Ltd. Organizations seeking recognition of the quality of their IT processes against the ISO/IEC 20000 standard can achieve organizational certification through our scheme.
Registered Certification Bodies
Organizations seeking certification are assessed by one of our authorised Registered Certification Bodies (RCBs). RCBs are granted permission to operate by APM Group, and may issue certificates bearing the official scheme logos to organizations that successfully meet the requirements of the scheme. If you would like to be able to issue ISO/IEC 20000 certificates under our scheme, read about how to become an RCB here.
Qualifications for Individuals
APMG-International owns and operates the ISO/IEC 20000 qualification schemes formerly managed by itSMF. Individuals can demonstrate their expertise in understanding and applying the standard by undertaking a training course and exam at Foundation and Practitioner levels. There is also an Auditor qualification available. All three exams also carry credits towards ITIL® Expert qualification.
Find out more about the aims and structure of the qualifications, and a full list of training providers, at the APMG-International website.