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Ръководство ISO/IEC 20000

ISO/IEC 20000 Management of IT services. Practical guide

Nov 12, 2019

General information

60.60     Nov 12, 2019






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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.

Life cycle


Ръководство ISO/IEC 20000
60.60 Standard published
Nov 12, 2019