CHAPTER 1: INTRODUCTION TO ISO/IEC 20000
The ISO/IEC 20000 Service Management Standard, first published by the organisations, ISO (International Organization for Standardization) and IEC (International Electrotechnical Commission) on 14 December 2005 and revised on 15 April 2011, is the internationally recognised standard in IT service management. The ISO/IEC 20000 series is based on the BS 15000 series developed by the British Standards Institution (BSI).
The goal of ISO/IEC 20000 is to establish a common reference standard for all companies which provide IT services for internal or external customers. Another goal is to promote a common terminology. Thus, the Standard has a significant contribution in the communication between service providers, ...
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