ISO/IEC 20000, IT service management – Service management – A practical guide (on CD)

ISO has created a practical guide on how to manage services in today’s dynamic service environment using ISO/IEC 20000-1:2018. 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).

The handbook features three main sections:

• A practical guide to the implementation of ISO/IEC 20000-1, Information technology – Service management – Part 1: Service management system requirements;
• Ways of measurably improving an organization’s service management processes including aspects such as process maturity, company culture and communication;
• Guidance on the use of other standards and frameworks in combination with the ISO/IEC 20000 series.

The edition is available in pdf format online and on CD in English.