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ISO/IEC 20000

ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.

ISO/IEC 20000-1:2005 is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers. The scope includes:

- Requirements for a management system

- Planning and implementing service management

- Planning and implementing new or changed services

- Service delivery process

- Relationship processes

- Resolution processes

- Control processes

- Release processes

ISO/IEC 20000-1:2005 defines the requirements for a service provider to deliver managed services. It is based on BS 15000-2, which has been superseded. It may be used

- by businesses that are going out to tender for their services

- to provide a consistent approach by all service providers in a supply chain

- to benchmark IT service management

- as the basis for an independent assessment

- to demonstrate the ability to meet customer requirements

- to improve services

ISO/IEC 20000-1:2005 promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements.



	ISO/IEC 20000 ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers. ISO/IEC 20000-1:2005 is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers. The scope includes: - Requirements for a management system - Planning and implementing service management - Planning and implementing new or changed services - Service delivery process - Relationship processes - Resolution processes - Control processes - Release processes ISO/IEC 20000-1:2005 defines the requirements for a service provider to deliver managed services. It is based on BS 15000-2, which has been superseded. It may be used - by businesses that are going out to tender for their services - to provide a consistent approach by all service providers in a supply chain - to benchmark IT service management - as the basis for an independent assessment - to demonstrate the ability to meet customer requirements - to improve services ISO/IEC 20000-1:2005 promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements.