Business Service Standards: Quality, IT and Security
Business-service standards can help make responsibilities and processes clearer. Start with the service problem you need to address, rather than choosing a document because its number is familiar. Three different management purposes Quality management: ISO 9001 concerns a quality management system. Information security: ISO/IEC 27001 concerns an information security management system. Service management: ISO/IEC 20000-1 sets requirements for a service management system. The ISO/IEC designation matters when identifying the latter two documents. 'ISO 20000' can refer broadly to a family; it does not identify the requirements document as precisely as ISO/IEC 20000-1. ISO's management-system standards list helps distinguish the publications. Start with a service boundary Describe what is delivered, to whom, by which team and with which suppliers. Then identify recurring problems and the information needed to understand them. For example, repeated service incidents may requi...