an Introduction to the Global Standard for Service Management

This pocket guide is intended to be a handy reference tool that contains, in one place, some of the key information that those working with ISO/IEC 20000 (Part 1, Edition 2, 2011) may need. It offers an overview of the purpose of the standard and shows how it can be used. Topics covered include qualification programmes, certification schemes and the interrelationship of ISO20000 with other standards, such as ISO27001. The overall emphasis of the guide is on ISO20000's customer-driven approach, ensuring your IT service management processes will be aligned with the needs of your business.