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ISO/IEC 20000: An Introduction to the global standard for service management, Second Edition by David Clifford

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INTRODUCTION

History has shown that, when one starts to talk about international standards, the sound of voices and running feet can be heard, disappearing into the distance. One hears cries of ‘more bureaucracy’, ‘another certificate for the wall’, ‘poor management systems can get certified’, and ‘standards are only of benefit when a customer requires its service provider to get certification.’

Thankfully, we sometimes learn from history and reflect this in our current daily lives, by taking positive steps forward. This is the case with ISO/IEC 20000. It provides a mirror for service providers to compare themselves to.

It provides a list of ‘must do’ requirements for the service management system (SMS) that all service providers should aspire ...

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