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and several role based certificates: professionals in Align, Deliver, Control and
Support, Associate, (Executive) Consultant/Manager and Auditor. The APMG qualifications are focused on getting an organization certified and presume knowledge of IT Service Management is already available. The APMG qualifications are conducted at the Foundation, Practitioner and Auditor level. IRCA and other organizations involved in the certification of auditors have developed their own auditor training and certification for ISO/IEC 20000 auditors.
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ISO/IEC 20000-3:2019 provides guidance on scope definition, applicability and demonstration of conformance for service providers aiming to meet the requirements of ISO/IEC 20000-1, or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It
228:
ISO/IEC TR 20000-10:2018 describes the core concepts of ISO/IEC 20000, identifying how the different parts support ISO/IEC 20000‑1:2018 as well as the relationships between ISO/IEC 20000 and other
International Standards and Technical Reports. This part of ISO/IEC 20000 also explains the terminology
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Qualification of individuals is offered by URS, APMG-International, EXIN, PECB, Loyalist
Certification Services, TÜV SÜD Akademie, PEOPLECERT, and IRCA. The EXIN, Loyalist and TÜV SÜD program is in fact a qualification in IT Service Management based on ISO/IEC 20000 and includes a Foundation level
95:
Formally: ISO/IEC 20000-1:2018 ('part 1') specifies requirements for "establishing, implementing, maintaining and continually improving a service management system. An SMS supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of
96:
services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.". The 2018 version (ISO/IEC 20000-1:2018) comprises ten sections, following the high-level structure from Annex SL of the
Consolidated ISO/IEC Directives, Part 1:
200:
ISO/IEC TR 20000-7:2019 provides guidance on the integrated implementation of a
Service Management System based on ISO/IEC 20000-1:2018 with a Quality Management System based on ISO 9001:2015 and/or an Information Security Management System based on ISO/IEC 27001:2013.
164:
ISO/IEC TR 20000-4:2010 has been withdrawn. A set of new documents providing a
Process Reference Model (PRM) and a Process Assessment Model (PAM) based on ISO/IEC 20000-1:2018 has been developed by ISO/IEC JTC1/SC7 as ISO/IEC 33054 (PRM) and ISO/IEC 33074 (PAM).
77:
ISO 20000-1 has been revised by ISO/IEC JTC 1/SC 40 IT Service
Management and IT Governance. The revision was released in July 2018. From that point certified entities enter a three-year transition period to update to the new version of ISO 20000-1,
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As with most ISO standards, organizations and individuals seek training towards establishing knowledge and excellence in applying the standard. The certification scheme targets organizations, while the qualification scheme targets individuals.
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The importance of certification to ISO/IEC 20000 is not correlated by global adoption. ISO collects the number of certificates issued from the different certification bodies and publishes the results annually in The
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In terms of certification, there are leading certification bodies around the world, for instance, BSI in UK, Quality
Austria in Austria, JQA in Japan, KFQ in Korea and SAI Global in Australia, Asia and Americas.
73:
The standard was first published in
December 2005. In June 2011, the ISO/IEC 20000-1:2005 was updated to ISO/IEC 20000-1:2011. In February 2012, ISO/IEC 20000-2:2005 was updated to ISO/IEC 20000-2:2012.
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ISO/IEC TS 20000-11:2021 is a
Technical Specification that provides guidance on the relationship between ISO/IEC 20000-1:2011 and a commonly used service management framework,
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ISO/IEC 20000-2:2019 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1:2018.
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ISO/IEC 20000-14: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: Service Integration and Management
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supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.
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ISO/IEC 20000-7: Guidance on the Integration and Correlation of ISO/IEC 20000-1:2018 to ISO 9001:2015 and ISO/IEC 27001:2013": -->
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ISO/IEC 20000-7:2019 Guidance on the Integration and Correlation of ISO/IEC 20000-1:2018 to ISO 9001:2015 and ISO/IEC 27001:2013.
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ISO/IEC TR 20000-9:2015 provided guidance on the use of ISO/IEC 20000‑1:2011 for service providers delivering cloud services.
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ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the
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ISO/IEC 20000-7: Guidance on the Integration and Correlation of ISO/IEC 20000-1:2018 to ISO 9001:2015 and ISO/IEC 27001:2013
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ISO/IEC 20000-6:2017 provides requirements for auditing bodies for the assessment of conformance to ISO/IEC 20000-1.
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ISO/IEC TR 20000-5:2022 provides guidance to service providers on how to implement an SMS based on ISO/IEC 20000-1.
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ISO/IEC 20000-1:2018 Service management system requirements. Updated at 2018-07-15 (replacing ISO/IEC 20000-1:2011)
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ISO/IEC 20000-15:2024 provides guidance on the use of Agile and DevOps principles in a service management system.
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ISO/IEC 20000-1:2018 – Information technology — Service management — Part 1: Service management system requirements
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ISO/IEC 20000-11:2021 Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: ITIL
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ISO/IEC 20000-16: Guidance on sustainability within a service management system based on ISO/IEC 20000-1": -->
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ISO/IEC 20000-11: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: ITIL
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used in the ISO/IEC 20000 series, so that organizations and individuals can interpret the concepts correctly.
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ISO/IEC 20000-6:2017 Requirements for bodies providing audit and certification of service management systems
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ISO/IEC 20000-16: Guidance on sustainability within a service management system based on ISO/IEC 20000-1
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framework, although it equally supports other IT service management frameworks and approaches including
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ISO/IEC 20000-6 Requirements for bodies providing audit and certification of service management systems
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framework. The differentiation between ISO/IEC 20000 and BS 15000 has been addressed by Jenny Dugmore.
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332:. The 2020 survey reports that 7846 (5461 in China) certificates were issued for ISO/IEC 20000.
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Benefits of Certification to ISO/IEC 20000-1: 2005 Within an Australian Government Organization
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ISO/IEC 20000-3:2019 Guidance on scope definition and applicability of ISO/IEC 20000-1.
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ISO/IEC 20000-9: Guidance on the application of ISO/IEC 20000-1 to cloud services": -->
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Dugmore, Jenny (2006). "BS 15000 to ISO/IEC 20000 What difference does it make?".
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IT Service Management: ISO/IEC 20000-1:2018 Introduction and Implementation Guide
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ISO/IEC 20000-17: Scenarios for the practical application of ISO/IEC 20000-1": -->
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ISO/IEC 20000-3: Guidance on scope definition and applicability of ISO/IEC 20000-1
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ISO/IEC 20000-9: Guidance on the application of ISO/IEC 20000-1 to cloud services
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Achieving ISO/IEC 20000 - The Differences Between BS 15000 and ISO/IEC 20000
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ISO/IEC 20000-17: Scenarios for the practical application of ISO/IEC 20000-1
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ISO/IEC TR 20000-5:2013 Exemplar implementation plan for ISO/IEC 20000-1
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This document discusses the relationships between ISO/IEC 20000-1 and
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and revised in 2011 and 2018. It was originally based on the earlier
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International Journal of IT Standards and Standardization Research
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ISO/IEC 20000-1:2018 Service Management System (SMS) Standard
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ISO/IEC 20000-5: Implementation guidance for ISO/IEC 20000-1
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ISO Survey of Management System Standard Certifications
360:(print), Information Resources Management Association
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257:ISO/IEC 20000-15: Guidance on the application of
153:ISO/IEC 20000-4: Process assessment model": -->
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27:International standard for service management
8:
363:ISO/IEC 20000-1:2018, released on 2018-07-15
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265:principles in a service management system
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149:ISO/IEC 20000-4: Process assessment model
311:Certifications and qualification schemes
118:Support of the Service Management System
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35:is the international standard for IT
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251:Service Integration and Management
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60:Microsoft Operations Framework
39:. It was developed in 2005 by
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109:Context of the organization
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499:. BSI Group. p. 124.
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495:Dugmore, Jenny (2006).
471:"BSI Group Fast Facts"
124:Performance Evaluation
47:that was developed by
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534:10.1093/combul/bwl017
404:List of ISO standards
106:Terms and definitions
570:Survey, ISO (2020).
103:Normative references
409:ISO/IEC JTC 1/SC 40
629:by standard number
376:Dolf van der Haven
336:Academic resources
62:and components of
37:service management
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1705:10000–19999
574:. p. 1
553:, p. 9
127:Improvement
3817:Categories
2332:16949 (TS)
1929:11941 (TR)
627:standards
578:2022-09-15
557:2022-09-15
481:2010-11-25
446:References
112:Leadership
2287:15926 WIP
1651:9592/9593
1576:9000/9001
1464:8805/8806
528:(3): 30.
358:1539-3062
350:1539-3054
49:BSI Group
18:ISO 20000
2912:Category
637:List of
394:ISO 9001
383:See also
253:(SIAM).
115:Planning
45:BS 15000
3795:Related
3508:13522-5
3296:ISO/IEC
3187:62014-4
3100:61131-9
3095:61131-3
3065:60906-1
3058:60870-6
3053:60870-5
2813:29199-2
2685:23094-2
2680:23094-1
2670:23090-3
2539:19794-5
2534:19775-1
2322:16612-2
2312:16355-1
2001:13406-2
1959:12234-2
1727:10118-3
2827:30000+
1666:9797-1
1474:8820-5
1419:8501-1
975:1073-2
970:1073-1
654:1–9999
503:
370:
356:
348:
263:DevOps
3786:81346
3781:80000
3776:42010
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3182:61970
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3172:61960
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3137:61499
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3127:61360
3122:61355
3117:61334
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2153:14698
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2133:14617
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2066:14289
2061:14224
2056:14031
2051:14000
2046:13818
2041:13816
2036:13616
2031:13584
2026:13568
2021:13567
2016:13490
2011:13485
2006:13450
1996:13399
1991:13250
1986:13216
1969:13211
1964:12620
1954:12207
1949:12182
1944:12052
1939:12006
1934:11992
1924:11941
1914:11940
1909:11898
1904:11889
1899:11801
1894:11785
1889:11784
1884:11783
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1747:10179
1742:10165
1737:10161
1732:10160
1722:10116
1717:10007
1712:10006
522:ITNOW
415:Notes
259:Agile
100:Scope
86:Parts
68:COBIT
64:ISACA
3833:ITIL
3428:9995
3423:9945
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1005:1989
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990:1538
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980:1155
965:1007
960:1004
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778:68-1
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346:ISSN
298:edit
279:edit
261:and
239:ITIL
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2961:IEC
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