System Center 2012 Configuration Manager Unleashed

Service Management Mastery: ISO 20000

You can think of ITIL and ITSM as providing a framework for IT to rethink the ways in which it contributes to and aligns with the business. ISO 20000, which is the first international standard for ITSM, institutionalizes these processes. The ISO 20000 helps companies to align IT services and business strategy and create a formal framework for continual service improvement and provides benchmarks for comparison to best practices.

Published in December 2005, ISO 20000 was developed to reflect the best practice guidance contained within ITIL. The standard also supports other ITSM frameworks and approaches, including MOF, CMMI, and Six Sigma. ISO 20000 consists of two major areas:

• Part 1 promotes adopting an ...