ISO/IEC 20000-1, Service Management System Requirements, was published in April 2011. Aligned to this, the new editions of part 2 and 3 were published in 2012. A new part 10, concepts and terminology, was published on November 1st 2013. See previous posts on the updated parts 1, 2, 3 and 10. Also published at the same time is a new standard ISO/IEC 90006 for the application of ISO 9001 to service management and its integration with ISO/IEC 20000-1. A future post will cover this new standard.
This post addresses the updated part 5 which was published on November 1st 2013.
What is Part 5?
ISO/IEC 20000-5 has the title Information technology — Service management, Part 5: Exemplar implementation plan for ISO/IEC 20000-1.
As indicated, this part must be used with part 1. This document provides ‘guidance on how to implement an SMS to fulfil the requirements specified in ISO/IEC 20000‑1:2011. The intended users of this part of ISO/IEC 20000 are service providers, but it can also be useful for those advising service providers on how to implement an SMS. This part of ISO/IEC 20000 includes advice for service providers on a suitable order in which to plan, implement and improve an SMS using, as an example, a generic three-phased approach to manage the implementation. Also included is advice on the development of a business case, the project initiation and other activities that are recommended for the implementation to be successful’.
It is 53 pages long so not too long to be read and used. After the usual introductory and mandatory clauses, the contents are:
– Benefits of a phased approach
– Overview of implementation phases
– Taxonomy of each phase
The approach section is especially useful in providing guidance on a gap analysis, developing a business case, ensuring project readiness and project team members.
The phased approach is in 3 phases with the characteristics of:
Phase 1 – React to service disruptions or requests quickly and effectively
Phase 2 – Anticipate service disruptions or requests and provide a reliable service
Phase 3 – Fully integrate processes and improve the SMS and services.
There is a suggested phased implementation of each process in ISO/IEC 20000-1 to match these phase characteristics as shown in the diagram below.
Where a process is implemented across phases, advice is given on what aspects of the process to implement in each phase. By the end of phase 3, all processes are implemented and the SMS is ready to be audited if certification is required.
The annexes provide useful information to support the implementation of ISO/IEC 20000-1. The items provided are:
– project initiation activities list including business case list
– part 1 clauses by phase
– guidance on policy development with examples
– guidance on documentation planning, assessment and management
– templates for implementation project plan, service management plan, policy, procedure, change management policy, service improvement plan, KPI reporting and customer satisfaction.
Care needs to be taken with the templates which are outlines only and do not meet all of the requirements of part 1.
Part 5 is a useful document for those looking at how to implement ISO/IEC 20000-1. It will help you to develop a business case, consider the phases and plan the implementation project. Part 5 needs to be used in conjunction with parts 2 and 3 for any implementation project.
ISO/IEC 20000 part 5 can be obtained from the ISO web site, your country standards body e.g. BSI in the UK, or from the web address below.
ITIL Master, ISO/IEC 20000-1 project editor, consultant and trainer
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