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  ITIL & ISO20000
This portal was designed to be a medium for peer to peer communication and assistance with ITIL, ISO20000 and BS15000. Please help us to achieve this mission by linking to us from your own website.

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ITIL & ISO 20000 User Group Forums

  ITIL News Snippets
Forrester Research report (Ref: Computer Weekly) that IT depts can improve their efficiency by using ITIL. The report states: "ITIL is the foundation for better control of how IT delivers services to business."

Standards Australia have published AS8018 (AS 8018), to equate to BS 15000 / ISO 20000.

The ITIL, BS15000 & ISO 20000 User Group

Your Gateway to IT Service Management

The importance of quality IT service management is becoming ever more apparent. It is an area which in the modern area demands clear focus and attention. For this reason recent years have seen a recognized and professional structure emerge to support this: ITIL. ITIL, the IT Infrastructure Library delivers a host of benefits, and has become globally used and followed

Not far behind this development, a standard has also started to emerge: ISO20000. This is specifically dedicated to IT service management, and comprises two parts: ISO 20000-1 and ISO 20000-2. This was originally published by BSI as BS15000 (parts 1 and 2) and it too is now being widely deployed and followed.

This portal is designed to support both these initiatives. It was devloped to provide information and background, and also to provide a medium for peer to peer communication and assistance for IT professionals. Enjoy...

  What is ISO 20000?
Posted by bs15000 on Thursday, December 15 @ 13:57:17 UTC (13481 reads) (Read More... | Score: 3.28)
ISO20000 Formally: ISO 20000-1 "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It comprises ten sections: Scope; Terms & Definitions; Planning and Inplementing Service Management; Requirements for a Management System; Planning & Implementing New or Changed Services; Service Delivery Process; Relationship Processes; Control Processes; Resolution Processes; and Release Process.

ISO 20000-2 is a 'code of practice', and describes the best practices for service management within the scope of ISO20000-1. It comprises nine sections: Scope; Terms & Definitions; The Management System; Planning & Implementing Service Management; Service Delivery Processes; Relationship Processes; Resolution Processes; Control Processes; Release Management Processes.

Together, this set is the first global standard for IT service management, and is fully compatible and supportive of the ITIL framework. It will undoubtedly have a significant impact upon the whole ITSM landscape.

The standard itself can be obtained from the sources listed in the right hand column.


  What is ITIL?
Posted by bs15000 on Friday, August 13 @ 05:32:50 UTC (10573 reads) (Read More... | Score: 3.75)
ITIL Formally: ITIL defines the organisational structure and skill requirements of an IT area and documents a set of operational management procedures to allow management of an IT operation and infrastructure. Importantly, the operational procedures are supplier independent.

The ITIL framework itself comprises seven 'sets' (or volumes): Service Support; Service Delivery; ICT Infrastructure Management; Security Management ; Planning To Implement Service Management; The Business Perspective; Applications Management;

The two most commonly used are the first two, Service Support and Service Delivery. These comprise of a number of 'disciplies':

Service Support: Incident Management; Release Management; Problem Management; Configuration Management; Change Management; Service Desk.

Service Delivery: Service Level Management; IT Service Continuity Management; IT Financial Management; Capacity Management; Availability Management; IT Security Management

Supporting this approach is a structure of examination and certification. The three levels of certification are: three levels of certification are ITIL: Foundation Certificate, Practitioners Certificate and Managers Certificate.


  On-Board Facilities
Posted by bs15000 on Friday, August 13 @ 05:31:38 UTC (6143 reads) (Read More... | Score: 5)
Site News We hope you will benefit from, and thoroughly enjoy, your visit to this portal. Visit our fully interactive FORUMS, perhaps vote in our current SURVEY, or if you own a website, why not exchange links with us and submit to our DIRECTORY.

Most of all, the portal's content is constantly changing, so please do bookmark us and return soon.


  The ITSM Newsletter
Posted by bs15000 on Friday, August 13 @ 05:31:13 UTC (6133 reads) (Read More... | Score: 2.33)
Site News This quarterly email publication contains exclusive news, information and updates with respect to ITIL, ISO 20000 and ITSM. Subscription is entirely free of charge.

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  ISO 20000 Source
The ISO 20000 standards can be obtained directly from:

StandardsDirect (BSI):
ISO 20000 Download Page

Or as part of the starter set:
The ISO 20000 Toolkit

The latter is a comprehensive kit containing guides, templates, checklists and presentations.

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  Quick Reference
Exin / BCS ISO 2000 Exams
ISO 20000 & ITIL Resources
Service Level Agreement

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