BS 15000 is the world’s first management standard specifically aimed at IT service management. It defines the features and processes essential for the delivery of high-quality services. It is published by the British Standards Institution (BSI).
The BS 15000 guidance covers:
- Scope of IT service management
- Terms and definitions
- Requirements for the newly added ‘Plan-Do-Check-Act’ management system
- How to plan and implement service management processes
- Implementing new or changed services.
The standard has been divided into 2 parts – BS 15000-1 and BS 15000-2. BS 15000-1 defines what is required for service management processes to reach best practice standards.
BS 15000-2 is a supporting code of practice that describes best practices and provides explanations of Part 1. Part 2 does not define requirements.
Both are part of the BS 15000 series, which includes a self-assessment workbook and a management guide to ITSM.
The history of BS 15000
The standard was produced by a BSI committee consisting of industry experts representing a range of organizations and professional bodies.
Initially produced in 1980, BS 15000 was a code of practice covering 4 core processes. This was replaced in 1998 by a second edition covering 13 processes. At the same time, the BSI committee published the IT Service Management – A Self-Assessment Workbook. The was used to check the quality-of-service management processes.
A major improvement made after the formal ratification of the BS 15000 framework was the addition of the ‘Plan-Do-Check-Act’ methodology. This aligned BS 15000 with other management system standards such as ISO 9000. Plan-Do-Check-Act crosses all service management processes. In practical terms, this means that BS 15000 requires a higher standard of quality for individual processes than equivalent frameworks.
Later, A Managers’ Guide to Service Management was published. It included practical details such as the symptoms and causes of inadequate service management. It was made to help managers understand the benefits of implementing the processes. The self-assessment workbook was also updated to keep in step with the BS 15000 standard.
Who is the BS 15000 for?
The standard is of use to all service providers but IT service providers. As BS 15000 is process-based, the requirements are independent of organizational form and can be across all sectors. It applies to commercial service organizations as well as in-house service providers.
BS 15000 business benefits
Many companies use BS 15000 not only for their own benefit but also to help qualify and choose suppliers and partner organizations.
BS 15000 is not a ‘one-size-fits-all’ solution for all quality issues but can bring a wide range of business benefits, even when service management processes fall far short of BS 15000’s requirements. The benefits include:
- alignment of business strategy and IT services.
- a framework for existing service improvement programmes and assistance in building the business cases for new programmes.
- showing how your service really compares to best practices and best-in-breed service providers.
- helping management by requiring ownership and responsibility at all levels.
- improving interdepartmental relationships by giving clarity on ‘who does what’ and common goals.
- a framework for staff training.
BS 15000 and ITIL
BS 15000 and ITIL and very closely aligned but they are not interchangeable because they serve different purposes:
- ITIL sets out the best practices that help organizations achieve the quality-of-service management required by BS 15000.
- BS 15000 sets the standards that service management processes should aim for, and objectively tests those best practices have been correctly adopted.