What is ISO 20000?

ISO 20000 (sometimes referred to as ISO 20K) is an international standard for IT Service Management. It is heavily based on the British standards BS 15000-1 and BS 15000-2, which were themselves heavily based on the concepts found in ITIL®.

ISO 20000 consists of two documents:

• ISO 20000-1: Specification for Service Management
• ISO 20000-2: Code of practice for Service Management

These documents can be purchased from the http://www.iso.org/.

ISO 20000 describes 13 IT processes that map to processes in PRM-IT.

Process Mapping

Service Delivery Processes

ISO 20000 Process	PRM-IT Process
Budgeting and Accounting for IT Services	Financial Management
Capacity Management	Capacity Management
Information Security Management	Security Management
Service Continuity and Availability Management	IT Service Continuity Management Availability Management
Service Level Management	Service Level Management
Service Reporting	Service Level Management

Control Processes

ISO 20000 Process	PRM-IT Process
Change Management	Change Management
Configuration Management	Configuration Management

Release Processes

ISO 20000 Process	PRM-IT Process
Release Management	Release Management

Resolution Processes

ISO 20000 Process	PRM-IT Process
Incident Management	Incident Management
Problem Management	Problem Management

Relationship Processes

ISO 20000 Process	PRM-IT Process
Business Relationship Management	Portfolio Management Supplier Management Customer Satisfaction Management Stakeholder Requirements Management
Supplier Management	Supplier Management