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ISO20001 2011 IT Service Management Standard and TickIT Plus


Chris Eden - Quality Matters Limited

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This Standard, formerly BS15001, was based upon the ITIL group standards. It was updated as ISO20001 and reissued as ISO20001:2011 in June this year.  There is also a code of practice ISO20000-2 The Standard covers five main areas within the IT service management processes:

  • Service Delivery
  • Relationships
  • Resolution
  • Control
  • Release

Overall this Standard incorporates the requirements of:

  • ITIL IT Infrastructure Library
  • ISO9001 Quality Management Standard
  • ISO27001 Information Security Management

The Standard, which is difficult to achieve, can be met in two ways; either by full certification, which is assessed by a third [party certification body or compliance route where the system is monitored and audited internally.  Both methods are time consuming but have significant benefits for the organisation.

 These Standards have been adopted worldwide.

There is another Standard which deals with computer software, TickIT, now  in its 5.5 version specifies the requirements for software writing, development and  maintenance.  TickIT, although it models  ISO9001, has not been a runaway success as it is not widely adopted outside the UK and Sweden . 

TickIT Plus, which has just been released is a stand-alone Standard incorporating 9001, 27001, 20000 and 25999.  The main difference with this one is that it will be independent from its constituent parts and may not change when the other Standards are updated.  

TicklIT Plus will have a foundation level and then Bronze, Silver, Gold and Platinum levels.  Currently only foundation level is available. 

These two Standards will be competing in a somewhat limited marketplace and it will be for individual organisations to decide which is suitable.   In the end it may well be a decision based on customer specified requirements. 

tags: IT Service Management Software Design and Development 

About the Author

Chris Eden FIBC, MISSA, ACQI is a director of Quality Matters Limited an established independent management consultancy based in Essex, UK which specialises in ISO20001:2011 - IT Service Management Standard consultancy.

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Article Published/Sorted/Amended on Scopulus 2011-10-21 16:50:01 in Business Articles

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