We can always ask: “What’s in a name?”. But the fact of the matter is most often than not, the name (or title) is of utmost important in setting perceptions and acceptance, when it comes to books, standards and other key documentations at least.

ISO/IEC 20000, the standard has evolved with specific focus on IT Service management.  However, in its 2011 edition of the standard, there seemed to be a clear effort to elevate the standard to a generic Service Management focus – to make it applicable to any Service organizations, IT or non-IT.

A major roadblock in this elevation and global acceptance as a generic standard could be the term that remained in its title: “Information Technology (IT)”. The standard title remains to be: “Information technology — Service management”.

I have written in an earlier post regarding the confusion that exists in this matter.

I have come across more than one organization (Non-IT) who are hesitant to adopt ISO/IEC 20000 – just because the standard title specifically refer to Information Technology infrastructure Library.

I do understand there could be internal, technical reasons within ISO to keep the title as is; however, it is also important to understand the majority of the adopters and practitioners remain unaware of (or quite understandably, don’t care) about them.

And we can also see that this is not just an issue with the ISO/IEC 20000 standard alone.

The global standard for Information Security , ISO/IEC 27001 also carries the title:  “Information technology — Security techniques — Information security management systems”. (This is retained in the latest, 2013 edition as well). (more…)

When the 2011 edition of the global standard ISO/IEC 20000 came into effect, there was a visible interpretation in (at least some portions of) the industry that  the standard has now made itself applicable to ‘generic Service management’ and not just IT.

But in those areas as well, there has been a split in opinion:

A set of practitioners, consultants, auditors etc who believed that ISO/IEC 20000 has really moved beyond an ITSM standard into a standard for ‘Service management in general‘. In other words, this standard can be used to benchmark and certify non-IT Service management as well.

Another set of people (including me) who were not very sure if that was really the case…

Why the interpretation came into the industry?

  • Most of the text in clauses and terminologies of the standard mentioned just ‘Service management’ and nothing specific about IT.
  • The Application Section of the standard stated:  ‘All requirements in this part of ISO/IEC 20000 are generic and are intended to be applicable to all service providers, regardless of type, size and the nature of the services delivered.’

 Then why the doubt or confusion still existed? Here are some reasons:

  • The  title of the standard still read:  ‘Information technology — Service management’
  • The Forward section of the 2011 edition talks about the summary of differences with the earlier (2005) edition of the standard such as:  closer alignment to ISO 9001; closer alignment to ISO/IEC 27001; change of terminology to reflect international usage and so on – but nothing on this significant scope change of this standard.

And more importantly, if you look closer, even the 2005 edition of the standard never mentioned anything specific to IT in most of its text, except in the title! (This in some form, justifies the point about the Forward Section mentioned in second bullet above.)

So is this a change in the standard with the 2011 edition?  Or Is ISO/IEC 20000 intended from a standard for generic service management from day 1?

If so why the title specifically says ‘Information Technology’(more…)