Following the publications of ISO/IEC 20000 parts 1 and 10 in September 2018, work has been going on to update supporting documents.
ISO/IEC 20000-2 Guidance on the application of service management systems
Part 2 provides an explanation of the requirements to enable organizations to interpret and apply Part 1. Its structure is aligned with Part 1 so that it can be accessed as a reference document alongside part 1. Part 2 is 75 pages long; about 3 times the length of part 1. Part 2 is guidance with examples and recommendations and is not an auditable document. Part 1 specifies the requirements and can be the subject of an audit to demonstrate conformity.
Each sub-clause provides:
- Required activities - a summary of the activities required by this clause in ISO/IEC 20000-1 Note that this summary does not replicate the requirement statements in ISO/IEC 20000-1 or add new requirements, but simply describes the activities;
- Explanation - an explanation of the purpose of the clause and practical guidance on clause contents, including examples and recommendations on how to implement the requirements of ISO/IEC 20000-1. When relevant, it refers to other parts of ISO/IEC 20000 and other relevant standards;
- Other information - guidance on roles and responsibilities and on documented information supporting the implementation of an SMS. Further relevant information can also be included.
There is also a very useful new annex (Annex A) that lists all of the mandatory documented information, including reports, from Part 1
ISO/IEC 20000-3 Guidance on scope definition and applicability of ISO/IEC 20000-1
Part 3 takes the form of examples, guidance and recommendations focusing on applicability and scope definition. It particularly aligns to clauses:
- 1.2 Application
- 4.3 Determining the scope of the SMS
- 8.2.3 Control of parties involved in the service lifecycle;
- 8.3.4 Supplier management
This document can assist in establishing whether ISO/IEC 20000-1 is applicable to an organization’s circumstances. It illustrates how the scope of an SMS can be defined, irrespective of whether the organization has experience of defining the scope of other management systems. The guidance in this document can assist an organization in planning and preparing for a conformity assessment against ISO/IEC 20000-1.
The examples in Annex A use a series of scenarios with diagrams for organizations ranging from very simple to complex service supply chains to show the possible applicability and scope statements for an SMS. The examples have been updated to reflect contemporary service management environments, including complex service supply chains and service integration.
This is a short part, 39 pages, for specialist use by personnel responsible for planning the implementation of an SMS, as well as assessors and consultants. It supplements the guidance on the application of an SMS given in ISO/IEC 20000-2.
Summary
The ISO20000 series is being revised following the revision of part 1 in 2018. If you are already certified to the 2011 edition, you will need to discuss the transition to the 2018 edition with your certification body. They will advise you of deadline dates relevant to you. All new certifications and recertifications after 31 March 2020 must be to the 2018 edition. All other transitions must be completed (audit done, major nonconformities closed, approval for certification confirmed) by 30th September 2021.
