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23 April 2010 | Dr Jenny Dugmore Blog
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New Plans for the Development of the ISO/IEC 20000 Series
This week Jenny is looking for your suggestions that could influence the future of service management best practices...

  Dr Jenny Dugmore

Here I am yet again preparing for an international standards meeting on ISO/IEC 20000-1. The meetings only occur twice a year, but it feel as if the last one was only a few weeks ago.  Rationally I know it wasn't and we have got a lot done.  Having published Part 3 last October, covering scope definition, applicability and conformity assessment for ISO/IEC 20000-1, I have just had confirmation that Part 5, a generic implementation plan for ISO/IEC 20000-1 is about to be published.  The ISO editor made virtually no changes, which is always good news.  Part 5 is sensible and useful advice on what to do in three stages, supported by advice on establishing an implementation project, closely linked to the requirements and the advice on scope definition in Part 3. WG25 have taken care to write the whole series so that all the documents are aligned.

The second edition of the requirements in Part 1 is making progress.  Only one more meeting and a very important final ballot to go.  As long as the ballot is favourable Part 1 will be published early in 2011. Parts 3 and 5 have also been written so that they support both the current edition of Part 1 and the second edition. Part 2, which explains the requirements in Part 1, follows on, although it had to be held back for a while until Part 1 becoming stable.

We are also already working on guidance on implementing ISO/IEC 20000-1 and ISO/IEC 27001. I volunteered to be a technical editor for this project, despite having been adamant that "never again will I take on being a technical editor".  Never say never? The two standards remain the most popular IT standards. I also believe it is important that we respond to our market research and recognise that many organisations are implementing both. This is early days for this project but so far so good.

Planning ahead we are in the process of establishing a new plan for the development of the 20000 series.  Ideas being considered range from guidance on use of 20000 for business processes (already actually used in this way by several organisations), the relationship between service management and governance, mapping of the 20000 series and ITIL. Many of the proposals for the business plan are aimed at consolidating the 20000 series and how it can be used with other best practice material.

If any of you have suggestions you want to send through to us, please let me know. There is no guarantee that your ideas will be adopted – but they may and you could influence the future of service management best practices.

Suggestions to: jenny.dugmore@service-matters.com

Any feedback and comments are always welcome!


25th April 2010

Hi Jenny,

IF ISO are looking for suggestions….and this may be a little bit of a controversial suggestion, but how about aligning ISO 20000 with ITIL v3, or is this a little like getting involved in a chicken and egg debate?

Having asked that I suppose that standards have to be fairly concrete, and ITIL v3 is about to undergo a bit of a revisit, so maybe this wasn’t such a good idea after all.  Maybe the ITIL ‘revisit’ should be more aligned with ISO 20000?

Regards Steve
Steve Lawless


28th April 2010

Hi Jenny

Re: your blog updating us all on ISO20k

Is it appropriate for the standards team to map a commercial product such as ITIL with the standard?

If this is ok - can I help you map the USMBOK - which already has a better fit coming at things from the business perspective from day 1?

If not, what is the difference between ITIL and USMBOK in your view?




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