ISO/IEC 20000 is the first international standard for IT Service ManagementSystems (SMS) which allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services.ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL (Information Technology InfrastructureLibrary) framework.The adoption of ISO/IEC 20000 has grown quite rapidly in the international arena of IT service providers and it has become a competitive differentiator for delivery of IT services.
The ISO/IEC 20000 standard consists of two parts:
ISO/IEC 20000 Part 1 is the Management Standard Specification and promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements.
ISO/IEC 20000 Part 2 is the Code of Practice and describes the best practices for service management within the scope of the standard.
•IT Service Management (ITSM) Concepts
•Introduction to IT Infrastructure Library
•Service Management Tools
•Introduction to ISO 20000
•Preparing Business Case for ITSM Implementation
•Service Delivery Processes