The structure of ISO 20000. Check out the 9 sections!

The approach adopted by ISO/IEC 20000 is focused on process integration. Therefore, a company that wants to develop a Quality Management System must define its policies and objectives. In addition, it must determine its processes, as well as their sequence. Today, will get to know the structure of ISO 20000.

For the efficient planning of a process, this company needs to describe the tasks that will be part of it well.

In the basic structure, first of all, we notice that the interfaces and processes are not clear in terms of their relationships with other processes. That is, one reason for this is that these relationships depend on the application and peculiarity of each company.

And for you to better understand how all of this actually works, keep reading this article to the end!

The structure is composed of 9 sections:

1. Scope: describes the advantages, purposes, and scope of action of ISO/IEC 20000;
2. Normative References: related documents;
3. Terms and Definitions: basic definitions and terminologies;
4. Management System: details the Responsibilities of the management, Documentation Management, Resource Management, Establishment of the QMS, and Governance of processes operated by other parties;
5. Service Design and Transition: to ensure that new or modified services meet agreed expectations, such as costs and service quality;
6. Service Delivery Processes: consider the Capacity Management, Continuity and Availability of service, Service Level Management, Service Reporting, Information Security Management, and Budgeting and Accounting for Services processes;
7. Relationship Methods: correspond to the Business Relationship Management and Supplier Management processes;
8. Resolution Practices: deals with the Incident and Service Request Management and Problem Management processes;
9. Control Processes: the Configuration Management and Change Management processes are addressed.

The ISO 20000 standard consists of two parts:

• ISO/IEC 20000-1: which deals with the Specification for IT Service Management;
• ISO/IEC 20000-2: a Code of Practice for IT Management.

However, the basic structure is identical for both.