The requirements of this standard relate to fast developing IT services all over the world.
ISO/IEC 20000-1 specifies requirements for the service provider to plan, establish, implement, operate, monitor,
review, maintain and improve an Service Management System (SMS). The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements.The new revision retains the basic requirements of ISO/IEC 20000-1:2005, and the new ones could be summarized as follows:
- The structure of basic sections is changed;
- The section of terms and vocabulary is enhanced and improved, for better understanding of the requirements and interpretations;
- Statutory and regulatory requirements added;
- Requirements for Service management policy expanded;
- Documented procedure required for communication of responsibility and authority;
- Additional requirements on the Management representative;
- Governance of process operated by other parties – new section added
- Service catalogue added in the list;
- New requirements added for document control;
- Resource management – new section added;
- Supplier contract requirements expanded;
- Procedure on dispute handling added;
- Etc.
Notice: As usual, the transition period may be applied for organizations already certified 18 –24 months, as of 1st June 2011. The certification bodies are obliged to inform their customers for transitional terms and conditions.
