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ISO/IEC 20000 – Part 1 Update and Annex SL

ISO/IEC 20000 series revision

All standards are reviewed every 5 years to assess if they remain relevant and need any improvement. After this process, some standards will be retired, some will remain as they are and some will be updated to a new edition.

The review of ISO/IEC 20000-1 has agreed that it remains relevant but needs to be updated. As Part 1 is the primary standard in the ISO20000 series, then all other parts are likely to also require updating to remain aligned with Part 1.

There are some key reasons for the update to Part 1:

  • As services evolve and become embedded within more and more of our daily and business lives, the requirements for service management are evolving. For example, the requirements in the current Part 1 for the supplier contract can be difficult to adhere to with the frequent use of cloud service suppliers who have a standard contract that may not meet the requirements of Part 1.
  • The 2011 edition of Part 1 has now been used for 4 years and areas that are often found difficult to understand have been identified. For example, the design and transition of new or changed services process and its relationship with the change management policy is an area of difficulty for many service providers
  • All management system standards must change to use standard structure and wording. This is known as Annex SL from the annex number in the ISO directives where the instructions are listed.


Posted in ISO Schemes.

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ISO/IEC 20000 – An Evolving Series

PrintISO/IEC 20000 Current Series 

Many readers will know about ISO20000 part 1 but not about the other parts in the series. ISO20000 is a series of standards that currently consists of the following parts, under the general title Information technology — Service management:

  • Part 1: Service management system requirements
    -2011 edition, specifies minimum requirements for demonstrating excellence in service management, can be used to assess an organization to achieve certification to ISO/IEC 20000-1
  • Part 2: Guidance on the application of service management systems
    -2012 edition, guidance to support the implementation of part 1
  • Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    -2012 edition, specific guidance on areas of scope and applicability used when considering the suitability of ISO20000 for an organization and the appropriate scope
  • Part 4: Process reference model
    -2010 edition, out of date and not aligned to the 2011 edition of part 1
  • Part 5: Exemplar implementation plan for ISO/IEC 20000-1
    -2013 edition, provides hints and templates for planning an ISO20000 implementation
  • Part 10: Concepts and terminology
    -2013 edition, lists all terms and definitions as well as basic concepts of the ISO20000 series and related standards, currently being updated


Posted in ISO Schemes, IT Service Mgmt, Qualifications.

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Welcoming AXELOS’ Cyber Resilience and PRINCE2®Agile Certifications into the Fold

student with stack of booksAPMG will expand its portfolio with two new AXELOS professional certifications – Cyber Resilience and PRINCE2® Agile. Officially announced last week, AXELOS has appointed APMG to deliver these new best practice certifications.

Responding to the prevalent threat of cyber-security attacks – AXELOS’ Cyber Resilience certification will bolster organizations’ defenses against cyber-crime.

PRINCE2 is widely recognized as one of the most reliable project management methodologies in the world. Blending this method with Agile Project Management, which has become very popular thanks to its focus on project delivery and business performance, is a very exciting prospect.


Posted in Cyber Security.

P3O in 3 Minutes

P30 Training Organization_Apmg

1. The Current Version 

P3O® (Portfolio, Programme and Project Offices)

2. The basics

P3O® (Portfolio, Programme and Project Offices) is a decision enabling/delivery-support model for all business change within an organization, typically providing support through a Portfolio Office, a Programme Management Office, a Project Support Office or any combination of these delivery support functions.

3. Summary

P3O (Portfolio, Programme and Project Offices) was first published in 2008 and is now owned by Axelos.

P3O offers guidance for setting up and running support offices, for all levels of change within an organization. It offers advice to organizations on current best practice thinking about what previously was referred to as PSO (Programme or Project Support Office) or PMO (Programme or Project Management Office).


Posted in Qualifications.

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Introducing the IACCM Qualification Program

Achieve world-class standards in Contract and Commercial Management with the industry’s leading learning program.


If you’re a professional looking to implement best practice governance of contractual commitments and trading relationships – then you should strongly consider getting qualified with IACCM’s training courses.

The International Association for Contract and Commercial Management (IACCM) has partnered with APMG to provide extensive knowledge in leading-edge contracting and commercial skills, policies and procedures that are essential to managing individual and enterprise risks.

These programs enable both public and private sector organizations to achieve world-class standards in contracting and relationship management processes and skills.


Posted in Qualifications.

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MSP in 3 Minutes



1. The current version

MSP™ (Managing Successful Programmes) 2011 Edition

2. The basics

MSP™ (Managing Successful Programmes) is a systematic approach to managing programmes of business change to achieve outcomes and realize benefits that are of strategic importance.

3. Summary of the method

MSP™ (Managing Successful Programmes) was first published in 1999 by the UK Office of Government Commerce (OGC). It is now owned by Axelos. The current version is MSP 2011 Edition.

MSP describes best practice for managing programmes of business change. Within MSP a programme is defined as a portfolio of projects and (business) activities that are coordinated and managed as units. The goal is to achieve outcomes and realize benefits that are of strategic importance.

Posted in Qualifications.

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ISO/IEC 20000 – How did Service Management Impact your Christmas?

Service concept

ISO/IEC 2000 and Christmas

Not many people will associate ISO20000 with Christmas but let us consider how much we rely on good service management over the Christmas period. If you did any of the following, you were reliant on service management:

  • on-line ordering of your Christmas food
  • click and collect ordering for your Christmas gifts
  • buying stamps and posting Christmas cards
  • setting up and using new technology gadgets on Christmas day
  • returning those unwanted or faulty gifts after Christmas.

All of the ISO20000 processes can be considered for usage in these activities. Just a few examples are:

  • information security of your credit card and personal details when buying on-line
  • availability and capacity management for the web sites and for the goods you are ordering
  • supplier management is often involved in getting your order to you
  • continuity management for those times when the new gadget cannot connect due to overload – remember the issue with new gadgets over Christmas?


Posted in ISO Schemes.

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MoV in 3 Minutes

MoV Training Organization_ampg

1. The Current Version

Management of Value (MoV)

2. The basics:

MoV helps to:

  • Deliver more of the right things
  • Reduce the cost of delivery
  • Encourage more effective use of available resources

3. Summary

MoV was first published in 2010 and answers the question: are we getting the optimal benefits, at affordable costs, with an acceptable risk level? The Figure shows that we have to achieve the optimal balance between all stakeholders’ needs, and the usage of resources (money, people, time, energy and material). The greater the benefits delivered and the fewer resources that are used in doing so, the higher the value ratio.


Posted in Events.

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Education How You Want It


Business management (BIM) is about providing the business processes the right information, at the right time and possibly in the best format. Education is about learning, a training course is about providing students knowledge and skills in the right format, aligned with the personal preferences of a student.

The question 

How can we provide – for example, a BiSL® training course (that is about BIM) in the best possible way.

Relevant information that will lead to the answer 

We found out that most young people use YouTube to find an answer to their question; just someone explaining it in simple words. Students in high school like to read a summary so they do not have to read the entire book. And they like to study at their own convenience – meaning a time and place of their choosing. If something else comes up while studying, they want to stop right away and continue when they feel like it. Of course you need to be able to ask questions to an expert, in case you have questions about interpretation or real life examples.


Posted in Exams, Qualifications.

Five Tips for Spotting Phishing E-mails


Christmas is coming, bringing busy customer activity with it. With e-commerce sales set to spike it’s an opportunity for organizations to thrive – cyber criminals too. Conditions during the Christmas period are perfect for cyber criminals to exploit the unwary, there’s typically a lot of revenue streaming in and employees being distracted by unforgivingly fast-paced work.

Cyber criminals enjoy employing a technique known as ‘phishing’; viruses camouflaged as seemingly harmless e-mails. Employees who click on these phishing e-mails could unwittingly unleash viruses into the organization’s IT network with potentially disastrous consequences.

We’ve compiled a list of five top tips on spotting such phishing attempts. Hopefully you’ll be able to spot them before you’ve even opened the e-mail.


Posted in Cyber Security.

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