A quick guide to better IT Service Management Many organisations rely on a mishmash of different technologies and ad hoc working practices to deliver products and services. This makes it very difficult to make changes, measure effectiveness and improve service levels. Better for you, better for your customers Employing a structured IT Service Management system will enable your organisation to identify how to improve the service you deliver to your customers. The international standard for IT Service management is ISO/IEC 20000. Achieving compliance with this standard brings real operational benefits and shows new and potential customers that your organisation is efficient, reliable and trustworthy. The ISO/IEC 20000 standard This pocket guide is a handy reference to the key information on ISO/IEC 20000. It features an overview of the purpose of the standard and shows how to use it. It explains 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 to ensure your IT service management processes align with the needs of your business.

Introduction Chapter 1: Background A new edition of Part 1 Why the need to change? What are the key changes in Edition 2? Principles of ISO/IEC 20000 Focus on a customer-driven approach Focus on end-to-end service management Focus on integrated service management Focus on continual improvement Chapter 2: Key Stakeholder Bodies Customers and end-users Service providers Suppliers Certification bodies Enabling bodies Chapter 3: Qualification Programmes Positioning of the EXIN ITSM qualifications BCS qualification APMGI qualifications Chapter 4: Compliance and Certification What is compliance? What is due diligence? What is certification? Why certify? What is the auditor's approach? Chapter 5: Certification Schemes The APMGI certification scheme Other certification schemes How many certificates have been awarded? Chapter 6: Scope of Assessment Defining a scope statement The role of existing certifications Chapter 7: Relationship with other Standards ISO/IEC 27001 ISO/IEC 15504 ISO9001 Integrated management systems Chapter 8: The Future of ISO/IEC 20000 Overview of the parts of ISO/IEC 20000 Abbreviations Used ITG Resources