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Service management scope definition

So, here it is, September, already! Ideally you’re rested from a great summer vacation and ready to dive back into providing or improving your services, or perhaps at least to revisiting how you define the scope of them. With that in mind, let’s take a look at a new publication that may be of some help to you, ISO/IEC 20000-3:2012, which as of August 14, 2012 is now at stage 60.60 (Publication Stage, International Standard published).

ISO/IEC 20000-3:2012 (Information technology—Service management—Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 Information technology—service management—Part 1: service management system requirements) is a product of the JTC 1 / SC 7 Software and systems engineering technical committee. That committee is and has been chaired for a long time and until the end of 2014 by Francois Coallier of Canada.

I recently contacted Francois to ask him to share a few words about his long ISO career and about the importance of this new publication and what it may mean for our readers. Here is what Mr. Coallier had to say…

Contributing to the development of standards is very fulfilling professionally and personally. It is an opportunity to participate to the development of international exchanges and markets, and work with great people. These activities have been, and still are, a pleasure and passion for me. Thank you very much for asking.

ISO/IEC 2000-3:2012 “is useful for service providers, consultants and assessors. It includes practical guidance on scope definition, applicability and demonstration of conformity to the requirements in ISO/IEC 20000-1.” This is an important publication that can assist readers “in establishing if ISO/IEC 20000-1 is applicable to a service provider’s circumstances”. More on this can be found here, and more about the committee can be found at jtc1-sc7.org. My congratulations to the Working Group 25 team for the successful development of this standard.

We are grateful to Mr. Coallier for his reply, and to him and his team for all that they do to create and improve standards.

As always, feel free to comment and to let us know if you are planning on purchasing ISO/IEC 20000-3:2012 this year.

Ron Richard
Quality Management Specialist

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Ron Richard

Quality, Information Technology and Enterprise Risk Management specialist at Ron Richard Consulting
Ron Richard, Quality, Information Technology and Enterprise Risk Management specialist has held positions at most any level of an organization, and acquired more than 30 years of relevant experience including related work done at the College of the North Atlantic. Ron is author of Inherent Quality Simplicity and the Inside Internal Control newsletter Modern Quality Management series. Read more
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