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:
The edition is available in pdf format online and on CD in English.
Information technology — Service management — Part 1: Service management system requirements
Information technology - Service management - Part 1: Service management system requirements
ISO/IEC 20000 Management of IT services. Practical guide