Monday, March 03, 2008

ISO/IEC 20000 and ITIL - The Difference Explained

By Jenny Dugmore and Alison Holt

The OGC article describes differences between ITIL and ISO/IEC 20000. The two have much in common, both cover service management, are used internationally and can be studied through formal training. ITIL provides good practice guidelines, advice and options that can be selectively adopted and adapted. ISO/IEC 20000 is a standard in two parts. Part 1, ISO/IEC 20000-1 is the distillation of the "must do" practices of service management. Part 2, ISO/IEC 20000-2 is a code of practice giving advice.

ITIL is usually the starting point and in practice is often used by organisations wanting to address a particular "point of pain", such as a process that is obviously failing. Once one process has been implemented successfully it soon becomes obvious that the related processes would also be worth implementing...and a service improvement journey begins.

Achieving ISO/IEC 20000 is undertaken when organizations want to test and prove they have adopted ITIL advice effectively. It is used to develop consistent, integrated processes across organisational and national boundaries. Customer organisations also use it to compare providers.

Origins of ISO/IEC 20000 and ITIL

ISO/IEC 20000 replaced BS 15000 in December 2005. Both ITIL and BS 15000 (and therefore ISO/IEC 20000) date back to the 1980s. In the mid 1990s and following the publication of the first service management code of practice and ITIL Version 1 a concordat between the British Standards Institution (BSI), itSMF and the OGC, formed the basis for co-operation and positioning of publications so that they form part of the same logical structure. The logical relationship still applies, as shown in the figure above.

To read more on the key differences and process comparisons between ITIL and ISO/IEC 20000, visit the OGC Website.


1 comment:

Dacey Lyle said...

Hi there! great post. Thanks for sharing some very interesting and informative content it is a big help to me as well, keep it up!!!

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