PD ISO/IEC TR 20000-12:2016

Overview

PD ISO/IEC TR 20000-12:2016 provides essential guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks, particularly CMMI-SVC®. This technical report is designed for organisations aiming to enhance their service management practices by integrating ISO/IEC 20000 standards with established frameworks.

Key Requirements

The standard outlines the necessary components for aligning service management systems with the CMMI-SVC® framework. Key areas of focus include:

• Understanding the principles of ISO/IEC 20000-1:2011 and CMMI-SVC®
• Identifying the synergies between the two frameworks
• Establishing a common language for service management
• Defining roles and responsibilities within service management processes

Implementation Benefits

Implementing the guidance provided in PD ISO/IEC TR 20000-12:2016 can yield significant benefits for organisations:

• Improved Service Quality: By aligning with recognised standards, organisations can enhance the quality of their services.
• Increased Efficiency: Streamlining processes through integration reduces duplication of efforts and optimises resource allocation.
• Enhanced Customer Satisfaction: Consistent service delivery aligned with standards leads to better customer experiences.
• Competitive Advantage: Adopting internationally recognised standards can differentiate an organisation in the marketplace.

Compliance Value

Adhering to PD ISO/IEC TR 20000-12:2016 not only ensures compliance with ISO/IEC 20000-1:2011 but also promotes a culture of continuous improvement within service management. Compliance professionals will find that:

• It provides a framework for assessing current service management practices against international standards.
• It supports the development of a robust service management system that meets both regulatory and customer requirements.
• It facilitates better risk management by identifying gaps and areas for improvement.

In conclusion, PD ISO/IEC TR 20000-12:2016 serves as a vital resource for organisations seeking to enhance their service management capabilities. By leveraging the guidance provided, compliance professionals can ensure their organisations not only meet but exceed industry standards.