Today (September 18th) sees the launch of the 2018 version of ISO 20000-1 IT Service Management. The Standard has been revised with new features and updated guidance, allowing businesses to improve their IT service provision and ensure that their processes is in line with modern techniques and expectations.
The updated ISO 20000-1:2018 Standard takes into account the latest market trends in IT service provision and provides and updated list of applicable terminology and definitions. New features that have been introduced such as those setting out requirements for knowledge and service planning, and sections of the Standard have been expanded upon to help businesses better manage multiple suppliers.
One of the main changes is to the structure of the Standard in that it has moved over to the Annex SL framework used by popular ISO Standards such as ISO 9001:2015 and ISO 14001:2015. This means that it is easier to follow for individuals already familiar with ISO Standards, and in addition facilitates integration with other Management Systems based on this framework.The ISO/IEC 20000 series can be of benefit to anyone that provides services to customers, whether it be a whole company or an individual department, not only improving their service but ensuring that service management activities meet business needs and objectives.
Jan Begg, Chair of the ISO technical subcommittee that revised ISO 20000-1
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