ISO/IEC 20000-9, Guidance on the application of ISO/IEC 20000-1 to cloud services was published in March 2015. This is a valuable addition to the ISO/IEC 20000 series confirming that ISO/IEC 20000 is applicable in many and varied scenarios including for cloud services.
What is Part 9?
As indicated, Part 9 must be used with Part 1 of ISO/IEC 20000. This document provides ‘guidance on the use of ISO/IEC 20000-1:2011 for service providers delivering cloud services. It is applicable to different categories of cloud service, including, but not limited to, the following:
- a) infrastructure as a service (IaaS);
- b) platform as a service (PaaS);
- c) software as a service (SaaS).
It is also applicable to public, private, community, and hybrid cloud deployment models. The applicability of ISO/IEC 20000-1 is independent of the type of technology or service model used to deliver the services. All requirements in ISO/IEC 20000-1 can be applicable to cloud service providers.’
Contents of Part 9
It is 41 pages long so not too long to be read and be used. After the usual introductory and mandatory clauses, clause 4 gives an introduction to cloud services and the use of scenarios in the part. Clause 5 is a set of scenarios following a service lifecycle using terminology familiar to cloud service providers. Each scenario has a description, outcomes, a list of applicable clauses from ISO/IEC 20000-1, guidance on the application to cloud services and examples. The scenarios are:
- Identify the context for service management of cloud services
- Establish strategy and plan for management of cloud services
- Provide a catalogue of cloud services
- Identify and manage service requirements for cloud services
- Design and develop a new cloud service
- Establish a service relationship with the cloud customer
- Establish a cloud service agreement
- Onboarding the customer
- Deliver and operate the cloud services
- Monitor and report cloud services
- Manage resources for cloud services
- Check and improve the SMS and cloud services
- Terminate a cloud service contract
- Transfer a cloud service
- Remove a cloud service
Example – Provide a catalogue of cloud services
This scenario maps onto ISO/IEC 20000-1 clauses 4.3 (Documentation management), 6.1 (Service level management) and 7.1 (Business relationship management). The guidance calls for a catalogue to describe cloud and any other services. The example gives a useful list of content for a cloud service catalogue.
Other related standards
Other standards are being developed for cloud and these are referenced from Part 9. These are:
ISO/IEC 17788/ITU-TY.3500, Information technology – Cloud Computing – Overview and vocabulary
ISO/IEC 17789/ITU-TY.3502, Information technology – Cloud computing – Reference architecture.
Other standards are being prepared outside of the ISO/IEC 20000 series e.g. a sample SLA for cloud services.
ISO/IEC 20000 part 9 can be obtained from the ISO web site or your country standards body e.g. BSI in the UK.
ITIL Master, ISO/IEC 20000-1 project editor, consultant and trainer
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