Description of ISO 20000 series of standards

Effective service management delivers high levels of customer service and customer satisfaction. It also recognizes that services and service management are essential to helping organizations generate revenue and be cost-effective. The ISO/IEC 20000 series enables service providers to understand how to enhance the quality of service delivered to their customers, both internal and external.
The ISO/IEC 20000 series applies to both large and small service providers, and the requirements for best practice service management processes are independent of the service provider's organizational form. These service management processes deliver the best possible service to meet a customer's business needs within agreed resource levels, i.e. service that is professional, cost-effective and with risks which are understood and managed.

ISO/IEC 20000-1
ISO/IEC 20000-1 defines the requirements for a service provider to deliver managed services. It promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. For an organization to function effectively it has to identify and manage numerous linked activities. Coordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency and opportunities for continual improvement.
This is the standard against an organization is being certified.

ISO/IEC 20000-2
ISO/IEC 20000-2 represents an industry consensus on guidance to implementers of ISO 20000 – 1 and offers assistance to service providers planning service improvements or to be audited against ISO/IEC 20000-1.
Organizations can’t certify against this standard. This standard helps organization to get certified against ISO 20000 – 1.

ISO/IEC TR 20000-3
ISO/IEC TR 20000-3 provides guidance on scope definition, applicability and demonstration of conformance for service providers aiming to meet the requirements of ISO/IEC 20000-1, or for service providers who are planning service improvements and intending to use ISO/IEC 20000 as a business goal. It can also assist service providers who are considering using ISO/IEC 20000-1 for implementing a service management system (SMS) and who need specific advice on whether ISO/IEC 20000-1 is applicable to their circumstances and how to define the scope of their SMS.
Service providers who wish to implement an SMS based on ISO/IEC 20000-1 are required to define the scope of their SMS. Definition of service management scope, and the agreement of the scope statement, is a complex stage in the service provider's adoption of ISO/IEC 20000. ISO/IEC 20000-3:2009 provides guidance on the applicability of ISO/IEC 20000-1 and scope of the SMS based on practical examples.
ISO/IEC TR 20000-3:2009 supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.
Organizations can’t certify against this standard. This standard helps organization to get certified against ISO 20000 – 1.

ITSM terminology on Macedonian language

The English terminology which is used in the IT is more and more often adopted in Macedonian language. Best example are the words that we use every day: mouse, explorer, monitor, browser etc. Lately there are some efforts for appropriate translation of IT terminology on Macedonian language and standardization and dissemination of the translation. (mostly through the Macedonian version of the software programs and tools)

I support this initiative, but I must admit that sometimes the translation sounds very funny.

The English terminology that is used in the area of IT Service management is completely not standardized on Macedonian i.e. doesn't exist on Macedonian language.
Whit this post I would like to try to initiate standardizing at least of the basic terms from the ITSM area.



English language ----- Macedonian language

• Incident management ----- Управување со инциденти
  
• Problem management ----- Управување со проблеми
• Configuration management ----- Управување со конфигурациите
  
• Change management ----- Управување со промени
• Release management ----- Управување со верзии
  
• Supplier management ----- Управување со добавувачи
  
• Business relationship management ----- Управување со деловните врски
• Information security management ----- Управување со безбедност на информации
• Capacity management ----- Управување со капацитетите
  
• Budgeting and accounting for IT services - Одредување на цена и трошоци ја ИТ услугите
  
• Service continuity ----- Континуитет на услугата
  
• Availability management - ----- Управување сорасположивоста
• Service level management ----- Управување сонивото на квалитете на услугите
  
• Planning and implementing new or changed services - Планирање и имплементирање на нови или променети услуги
• Service strategy ----- Стратегија за услугите
• Service design ----- Дизај на услугите
• Service transition ----- Транзиција на услугата
• Service operations ------ Оперативна услуга / Користење на услуга / работење на услуга ???
  
• Continual service improvement ----- Континуирано подобрување на услугата
  

More details on this subject on my Macedonian ITSM blog.