A Guide to the new ISO/IEC 20000-1: The differences between the 2005 and 2011 editions

Lynda Cooper

Published by






Reviewed by

Peter Wheatcroft CEng FIET FBCS CITP FCMI


9 out of 10

ISO 20000 is the international standard for IT service management and there are currently 676 certificates in force worldwide, with 59 of these being in the UK.  ISO 20000 is now a series of standards rather than just one plus an accompanying code of practice and it is hoped this will broaden its appeal.

The book reviewed here is a companion to another BSI publication by Jenny Dugmore and Shirley Lacy that introduces the full ISO 20000 series (see review), but Lynda Cooper’s details the differences between the 2005 and 2011 editions and so they complement each other. 

As you would expect from an author with the status that Lynda has in respect of ISO 20000, this book is authoritative as well as very informative.

Buying parts 1 and 2 of the standard ought to be enough for someone contemplating certification to understand what is needed, but that is not much help for those organisations already certified, as, when they come to recertify, it will be to the 2011 edition rather than the 2005 version on which their certificates are based.

The style of this book makes it very easy to understand what has changed over the last six years and the cross-referencing between the older and newer editions works both ways, with detail on an included CD.  There is clarity of explanation about the different emphasis that the 2011 edition brings to align it with ISO 9001 and ISO 27001.

There is a better alignment to ITIL terminology and process descriptions in the 2011 edition and many beneficial changes to terminology, references and operational example have been included in this book.  Readers will quickly learn what requirements have to be satisfied - and why - from its 54 A4 pages.

This is a must-read text for all existing holders of ISO 20000 as recertification to the newly published standard will be required when current certificates lapse. This depends to some extent on the qualifying authority but the message is clear - service providers will have to overhaul their existing SMS in order to maintain compliance.

The only critique that can be made is that the overall ISO 20000 series has not yet been published and it takes not one, but two supplementary books to explain it. In an ideal world, this would all have been provided in part 2, but to gain full value, you need to buy this and part 2 as well.

This book is also available from the BSI as BIP 0124.

Further information: BSI

December 2011