PUB100441
ISO/IEC 20000 IT service management – A practical guide
Cover page: ISO/IEC 20000 IT service management – A practical guide
ISO/IEC 20000 IT service management – A practical guide

Year of publication:    |   Edition: 1

Service businesses exist to supply their customers with intangible benefits such as providing amenities, facilities, or advice. Perhaps to an even greater extent than physical goods, success in the service sector means understanding and meeting your customers’ expectations. But, in a fast-paced, digital world, these expectations constantly change.

ISO has created a practical guide on how to manage services in today’s dynamic service environment using ISO/IEC 20000-1:2018. Additionally, it also describes how to incorporate popular management methods (such as Agile, Lean or DevOps), service management frameworks and methodologies (ITIL®, COBIT®, CMMI-SVC®), and additional standards (ISO 9001, ISO/IEC 27001, ISO 31000) into the IT service management system.

en
Format Language
pub 1 38 PDF
  • CHF38

Related Standards

  • ISO/IEC 20000-1:2018
    Information technology
    Service management
    Part 1: Service management system requirements
  • ISO/IEC 20000-2:2019
    Information technology
    Service management
    Part 2: Guidance on the application of service management systems
  • ISO/IEC 20000-3:2019
    Information technology
    Service management
    Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1

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