ISO20000 standard TQM, ISO or CMM in software development

h1. ISO 20000

• This is the Quality standard for IT Service Management. A standard concerned primarily with the quality of IT Service Management. It provides the basis to fulfill customer requirements, regulatory requirements, enhance customer satisfaction, and pursue continual improvement.

• Formal specification defined requirements for an organization to deliver managed services to acceptable quality to customers.

The standard versus the framework • Standard = a list of criteria that needs to be met. Audit & certify against. Makes ITIL alive. • Framework = best practice that the standard is based on

h2. Change management example:

Specifications: Objective + Requirements

Objective: To ensure all changes are assessed, approved, implemented and reviewed in a controlled manner

Requirement examples: • All requests for change shall be recorded and classified, e.g. urgent, emergency, major, minor • Requests for changes shall be assessed for their risk, impact and business benefit • All changes shall be reviewed for success and any actions taken after implementation

Code of Practice: Objective + Detailed Best Practices

Objective (Sub-process: 8.2.2): Closing and reviewing the change request

Detailed Best Practice: • All changes should be reviewed for success or failure after implementation and any improvements recorded • A post-implementation review should be undertaken for major changes to check that: – a) the change met its objectives; – b) the customers are happy with the results; – c) there have been no unexpected side effects

• Any nonconformity should be recorded and actioned • Any weaknesses or deficiencies identified in a review of the change control process should be fed in to service improvement plans