The International Organization for Standardization and the International Electrotechnical Commission recently published a new standard that addresses the quality of information service-management processes. ISO/IEC 20000:2005 Information Technology—Service Management has two parts: one that provides specification requirements for IT service management and a second part that provides the industry with a consensus on a code of practice for service improvement and auditing guidelines. Based on BS 15000, a British standard, it uses the process-based approach of ISO 9001 and ISO 14001, along with the plan-do-check-act cycle for continual improvement.

The new standard’s development was spurred by the increased pressure that IT service providers are faced with in delivering high-quality service at a minimal cost. Concerns have been raised that IT services, whether provided by in-house IT departments or external organizations, aren’t aligned with the needs of the business and its customers. ISO/IEC 20000 will reduce operational exposure to risk, meet contractual and tendering requirements, demonstrate service value and deliver best value.

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