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Monday, 29 October 2018

ISO/IEC 20000-1:2018 Information Technology Service Management

This is the latest Management Standard to be updated to the Annex SL Format.

Service management system requirements, specifies the requirements for an organisation to establish, implement, maintain and continually improve a service management system.

There are 10 sections:

  1. Scope
  2. Normative References
  3. Terms and conditions
  4. Context of the organisation
  5. Leadership and commitment
  6. Planning
  7. Support of the service management system
  8. Operation of the service management system
  9. Performance evaluation
  10. Improvement
There is greater emphasis on risks and opportunities as well as knowledge and service planning together with updated terminology and definitions.

This standard has predominantly been used within IT organisations but is now being adopted within other service industries.

As with previous updates there will be a transition period before the 2011 standard becomes non-valid and any certificates will be withdrawn. This is widely anticipated to be two years from the publication date of September 2018.

Once again, we recommend early adoption rather than leaving it all to the last minute; two years will disappear at an alarming rate.

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