Q1: When will ISO20000 be released?

    ISO/IEC 20000 was officially released in December 2005 by the international standard for IT service management ISO/IEC20000. It is the first global IT service management standard.

Q2: What is the relationship between ISO20000 and BS15000?

    The ISO/IEC 20000:2005 standard is derived from the BS15000 standard. In May 2005, BS15000 was accepted by the International Organization for Standardization ISO (International Organization for Standardization) as ISO/IEC 20000. In December 2005, the ISO2000 service management system standard was officially released, replacing the BS15000 standard.

Q3: What should an organization that has obtained BS15000 certification do after BS15000 is replaced by ISO20000?

    Organizations that have passed BS15000 certification must upgrade BS15000 certification to ISO20000 certification before June 5, 2007 (within 18 months after ISO20000 is issued)

Q4: What should an organization doing BS15000 certification do after BS15000 is replaced by ISO20000?

    Until June 5, 2006, the 2002/2003 version of BS15000 certification will continue to be implemented (within 6 months after ISO20000 is issued) to ensure that organizations that have started BS150000 certification complete the certification process

Q5: What benefits can the organization bring to the organization through ISO20000?

    Obtaining ISO/IEC 20000 certification means that your organization has reached the world's recognized leading IT service management standards, which means that your service management adopts IT service management best practices to ensure effective and reliable IT services for customers .

Q6: How can I get ISO20000 certification?

    To be ISO/IEC 20000:2005 certified, an organization must demonstrate that it has management controls over the processes shown in the diagram below, and that these controlled processes must comply with the ISO20000-1 standard.

    Certification is achieved when an IT organization passes a certification audit by a Registered Certification Body (RCB). After obtaining the certification, the IT organization will be included in the official list of certified organizations and has the right to use the ISO20000 logo.

Q7: What stages do you need to go through to pass ISO20000?

    There are the following steps to obtain ISO20000:

    1. Prepare 

    • Clarify the meaning of certification

    • Determine the scope of IT service management certification

    – establish a vision, determine the aspects and sequence of improvement in service management;

    – Clarify the participation aspects of the certification activities and determine the expected benefits of all parties;

    – A comprehensive understanding of the content of certification and the impact of certification activities on individuals and organizations;

    – Access to information: exchange experiences with organisations of similar size and function, consult consultants, training providers, relevant forums and user organisations.

    • Gain support from top management

    • Gain knowledge and documentation of ITIL, BS15000

    • Select a Registered Certification Body (RCB) to confirm the scope of the audit

    2. Initial assessment and planning

    Conduct an initial assessment and grasp the status quo

    – Assess, identify areas for improvement

    – Manage risks during the certification process

    Develop an overall plan and obtain support and commitment from relevant parties

    3. Narrowing the gap 

    Create and manage service improvement programs (PDCA, Deming Circle)

    Carry out a detailed assessment according to ISO20000/BS15000-1: "Service Management Specification"; draw on ISO20000/BS15000-2, ITIL, and formulate a specific improvement plan.

    Implementation plan, regular inspection

    4. Certification Audit Preparation

    If necessary, contact the Registered Certification Body (RCB) for a "pre-audit"

    Schedule a time for a formal audit, and fully communicate with the Registered Certification Body (RCB) to establish a common understanding of the scope and content of the audit

    "evidence" needed to prepare for the audit: documents, records, etc.

    5. Certification Audit

    Typical certification audits include:

    - Agreed terms of reference and scope of audit

    - Offsite evaluation of documentation and processes

    - On-site audit of staff and processes

    - Statement of audit results

    If the requirements of ISO20000/BS15000 are met, an ISO20000/BS15000 certification statement will be made and a certificate will be issued

    6. Compliance maintenance

    Certification is valid for three years; therefore, every three years, a full certification audit is required

    A "surveillance audit" is required every year by a registered certification body to ensure the quality of certification and to ensure continuous improvement in service management

    Organizations need to conduct internal audits according to the requirements of ISO20000/BS15000-1